Director, Customer Support

The Role

We are looking for a Customer Support Director to lead our Support team in providing exceptional experiences to a rapidly growing customer base. This role will report directly to the SVP of Customer Success. The successful candidate will play a pivotal role in leading and scaling a world-class customer support organization. The Director will be responsible for maintaining a strong customer-centric culture, building a high-performing high morale team, and driving customer satisfaction.

What you'll be doing

• Lead and mentor a team of customer support professionals, fostering a culture of excellence, collaboration, and accountability
• Manage the performance and development of customer support and technical support teams, ensuring adherence to KPIs and high service standards
• Lead the continuous improvement of support processes, tools, and systems, ensuring customer issues are resolved quickly and effectively
• Analyze customer feedback and support data to identify trends, opportunities for product or service improvements, and areas for operational efficiency
• Ensure staffing align with volume, and we are consistently providing world-class support
• Encourage and ensure best practices for customer support interactions by delivering a consistent ticket handling process
• Be the voice of the customer on the Support team working closely with other Customer Teams, Sales, Product, and Marketing to maintain effective feedback loops
• Implement a strategy that achieves goals and priorities while maintaining an employee-centric culture that leads with our values
• Set clear performance objectives, and drive career development conversations
• Oversee an international contract relationship for 24/7 support coverage, ensuring that all customer support needs are met in a timely manner.
• Create and manage support workflows, ensuring that customer inquiries are handled efficiently and effectively across all channels.

Qualifications

• 7+ years of experience in building and leading high-performing support teams at scale, driving overall success and engagement.
• Experience working in fast-growth SaaS companies
• Experience working with global and remote teams
• Experience coaching and developing others, ideally with examples of career development successes
• You are a doer and a builder
• You have high EQ with the ability to have tough conversations
• You have experience in defining KPIs and priorities while meeting or exceeding goals
• You demonstrate resilience when faced with tight deadlines and priorities
• You like to have fun, care personally for others and lead with empathy

Bonus Points

• Experience in the private capital markets or closely related industries, along with a strong proficiency in CRM systems and their strategic application.

What you’ll enjoy at Affinity

• We live our values as playmakers, obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
• We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. And provide flexible personal sick days. We want our team to be happy and healthy :)
• We offer a 401k plan to help you plan for retirement.
• We provide an annual budget for you to spend on education and offer a comprehensive LD program – after all, one of our core values is that we’re #obsessedwithlearning!
• We support our employee’s overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials. Keeping people connected is essential.