Be a key contributor to an exciting software company in Austin, Texas!
CareerPlug provides innovative recruiting and HR software for over 10,000 growing companies. Our applicant tracking and paperless onboarding platforms help companies make better hires to have the right people in place to build a successful business.
You can feel something special when you walk into our office located in the heart of Austin, TX. You can hear our team collaborating with our clients and one another, see our goals and commitments up on the walls next to our core values, and feel the energy and creativity at our innovation meetings where every team member is contributing their ideas. We believe that people are the heart of our business and are committed to building one of the best places to work in Austin. To us, that means putting care and purpose into our hiring process, providing meaningful development and training opportunities for our team members, and living our core values every day.
Who are we looking for?
We are looking for an experienced Director of Client Support to lead CareerPlug’s tight-knit and highly productive Client Support team. This Leader will be capable of scaling our support services to match the growth of our client-base and evolving product. The Director of Support will report to the Sr Director of Client Operations and be responsible for building and maintaining the team, tools, and processes required to drive successful outcomes for our client base.
A successful Director of Client Support will be passionate about working across teams with other leaders and developing their team members professionally. They will work to ensure CareerPlug is delivering Exceptional Experiences, best-in-class support practices, continually looking for more efficient and effective ways to provide product support. The right person for this role will consistently demonstrate accountability, decisiveness, execution, and teamwork, all while keeping the client experience in primary focus.
Job Responsibilities:
Ensure CareerPlug delivers an exceptional client experience through the strategic and daily management of the Client Support Team
Organize, oversee, and assume responsibility for support team operations including 2-3 inbound case channels, daily personnel activities, schedules, training, and other HR/admin duties
Create and implement plans to increase productivity and CSat, while decreasing response and resolution times
Resolve client problems and concerns; Be the final escalation point for the Client Support team
Provide leadership, coaching, mentoring and direct feedback to team members
Maintain and optimize all tools and technology used by the Client Support team
Compile, analyze, and share Client Support team KPIs and relevant trends with Leadership Team
Stay up-to-date on product improvements
Forecast staffing and resource needs to be supported by historical data and understanding of projected new client volume
Job Requirements:
5-8+ years providing technical software support, ideally in a B2B setting
2-3 years managing/supervising in a technical support environment
Ability to effectively lead a team in an evolving, changing business
Ability to work across functional areas (development, customer success, implementation, etc.) within the organization
Expert customer service skills
Expert understanding of support tools, operations, and best-practices
Knowledge of budget management and projection skills
Compensation: On-Target Earnings of $100K including bonus potential
Benefits:
Employer Paid Health Insurance
Dental & Vision Insurance
401(K) Employer Match
Unlimited Paid Time Off
100% Employer Matched Donations
Team & Social Events
Our team is growing as rapidly as our client base and we are always looking for top talent to join our team. Our leadership is dedicated to making CareerPlug one of the best places to work in Austin.