Senior Director of Customer Support at Ease (Remote)

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About Ease:
Ease is the #1 rated benefits administration and HR software for businesses with 2–250 employees, powered by insurance brokers. 70,000+ employers trust Ease’s innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America.
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The Sr. Director of Support is responsible for working with Executive Leadership, CX, Operations, Business Operations, and R&D divisions to design and deliver exceptional customer experience, including support tech stack design, tooling, agent training/management, policy development, knowledge resource management, and culture. The Director of Support will oversee a multidisciplinary team of Support members at varying levels of autonomy and skill sets. The ideal candidate will have an understanding of the needs of a modern SaaS B2B Support organization including technology assessments / replacement, change management, organizational design, sophisticated multi-year forecasting and strategic assessments, BPO operations, workforce management (specifically in a fully remote environment), and upleveling skills/capabilities of a multifaceted Support organization.

Responsibilities

  • Coach, develop, and empower the Support leadership team ultimately responsible for a growing Support organization. Today we have about 40 members of the team, with plans to grow throughout the year.
  • Evaluate and lead initiatives to increase Support capacity through internal and external means. 
  • Design, build, & manage a learning and development strategy that uplevels the Support organization to the highest customer service standards
  • Partner with the Support leadership team to design an organization and processes intended to deliver exceptional customer experience 
  • Drive deep analysis and corresponding action on customer experience KPIs with a keen focus on NPS and transactional satisfaction. Provide performance metrics to all key stakeholders on a regular cadence
  • Design processes and execution strategies for all channel engagements to be within SLOs / SLAs
  • Proactively identify key case drivers and implement strategies to for passive deflection and productization
  • Establish and maintain relationships and communication channels with key stakeholders across the business
  • Review and assess all inforce support technology stack vendors, and drive execution of technology implementations as necessary

Required Knowledge, Skills and Abilities

  • 5+ years of experience leading CX organizations specifically running SaaS B2B call centers with outsourced components
  • Experience with BPO relationships and strategies preferred
  • Proven track record deploying and scaling full stack of CX systems and solutions including but not limited to, IVR, Call center, ticketing, data insights, chat, knowledge management, and workflow management
  • Deep drive and desire to improve customer experience
  • Ability to design and execute strategic projects in a fast-paced setting
  • Outstanding problem solving and analytical skills
  • Excellent interpersonal abilities; expertise in building and maintaining business relationships
  • Superior organizational skills
  • Excellent verbal and written communication skills

Must have proof of legal authority to work in the U.S.

Ease is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. 

More Information on Ease
Ease operates in the Healthtech industry. The company is located in San Friancisco, CA. Ease was founded in 2015. It has 208 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 8 open jobs at Ease, click here.
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