Overview :
PeopleGrove is a B2B SAAS platform for higher education institutions to extend career access and advancement opportunities to their students and alumni. We are dedicated to transforming the higher education landscape by reimagining how people find careers and connect with each other. As a remote-first startup, we are a team of over 100 dedicated professionals across the US and India, committed to our mission and values.
We are seeking an experienced Director of Support to lead our customer support and onboarding teams and ensure a delightful product experience for our users.
Role Description :
40% Individual Contributor | 20% People Management | 20% Project Management | 20% Strategy
As the Director of Support, you will work with a team of support specialists and onboarding professionals, collaborating with product managers, engineers, and leadership. Your role will involve driving impactful support and onboarding initiatives, enhancing our processes, and ensuring customer satisfaction.
In this position, you will lead a team of support and onboarding professionals, guiding strategies, and acting as an individual contributor when necessary. You will need to be hands-on, helping to resolve complex support and onboarding issues, and mentoring your team to excel in their roles.
3 Reasons You’ll Love This Job :
- You’ll solve complex customer issues and design creative support and onboarding solutions.
- You’ll have a voice and a seat at the table in shaping our support and onboarding strategy.
- You’ll make a significant impact on the user experience and contribute to the success of future leaders around the world.
Responsibilities :
Individual Contributor
- Handle escalated support and onboarding issues and work with the team to resolve them efficiently.
- Identify and implement strategic support and onboarding initiatives.
- Collaborate with product managers, engineers, and client facing teams to ensure seamless support and onboarding processes.
- Be proactive in identifying areas for improvement in support and onboarding services and driving those projects forward.
Project Management
- Develop and maintain transparent support and onboarding processes that produce high-quality results.
- Help the support and onboarding teams with project prioritization and planning.
- Communicate support and onboarding strategies and updates to other teams and leadership.
- Encourage and train team members to manage their own time and projects effectively.
People Management
- Ensure team members are working on high-value tasks and delivering quality support and onboarding on time.
- Foster a collaborative and supportive team culture with a reasonable work/life balance.
- Support the team’s growth by providing feedback and guiding team members toward achieving their professional goals.
- Mentor and develop support and onboarding team members to enhance their skills and performance.
Strategy
- Craft a vision and roadmap for the support and onboarding teams. Identify goals for the next 6 months and beyond.
- Monitor new trends and best practices in customer support and onboarding and assess their applicability.
- Identify gaps in current support and onboarding practices and propose innovative solutions.
- Collaborate with other functions at PeopleGrove to ensure cohesive support and onboarding strategies.
Skills and Experience :
- Proven experience in a customer support and/or onboarding leadership role, preferably in a B2B SAAS environment.
- Strong problem-solving skills and the ability to handle complex support and onboarding issues.
- Excellent project management skills with a track record of successful support and onboarding initiatives.
- Experience in managing and developing remote support and onboarding teams.
- Strong communication and collaboration skills.
- Ability to work independently and as part of a team.
At PeopleGrove, we celebrate diversity, support inclusion, and thrive on the benefits these bring to our employees, products, and community. PeopleGrove is proud to be an equal-opportunity workplace.
Join us in our mission to transform higher education and make a difference in the lives of students and alumni worldwide.
What We Do
As higher education’s first Career Access Platform™, PeopleGrove is a smart career network that recommends Mentorship, Networking, Career Exploration, and the Job Connections that together effectively build the social capital learners need to succeed.
Unlike other student success tools and alumni engagement software, PeopleGrove is lifelong career support that’s smart, personal, and helpful even to those without a network, experience, or clear starting point.
Established in 2015, PeopleGrove set out to build the most helpful network ever created because we believe career fulfillment is a right every single person should have. To date, we've helped millions of learners on their career journeys:
- 1+ million connections
- 96% retention rate
- 20+ million users
- 60% of US News Top 100 Universities
- 5/5 average rating from user interactions
- 450+ customers served
PeopleGrove is proudly part of The Riverside Company portfolio of companies. With their partnership, we are a transformational organization that prides itself on building an environment where curiosity is rewarded and the unknown is embraced.
Places to go. People to be.
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