ಕೆಲಸದ ವಿವರ

Overview

Join Calendly during an exciting phase of growth where millions depend on its services. As the Director of Customer Support, you will play a vital role in defining and leading the vision and operations of our customer support division, enhancing customer experiences and satisfaction while enabling scalability.

Primary Responsibilities

Formulate and implement a customer support strategy in alignment with the company's objectives, focusing on maximizing customer satisfaction, retention, and operational effectiveness.
Guide, coach, and expand the customer support teams, nurturing a culture of teamwork, accountability, and ongoing enhancement.
Manage daily support operations across various channels including email, chat, phone, and in-app support to ensure timely and high-quality responses.
Define, track, and communicate key performance indicators related to support such as response time, customer satisfaction (CSAT), net promoter score (NPS), ticket volumes, and escalations.
Collaborate with teams including Customer Success, Product, Engineering, and Sales to advocate for customer feedback and improve product and support services.
Analyze customer feedback and support data to detect trends, identify root causes, and propose improvements for processes and products.
Design and refine workflows, tools, and documentation to maintain scalability as the customer base grows.
Oversee training initiatives to ensure team members have the necessary expertise to deliver exceptional support.
Manage budgeting, resource allocation, and vendor partnerships related to support operations.
Address escalated customer issues efficiently and communicate appropriately with stakeholders.
Lead initiatives promoting automation, self-service, and proactive support to reduce friction and improve customer value.

Qualifications

Bachelor’s degree or equivalent professional experience.
Minimum of 8 years in customer support or service environments; including at least 3 years in managerial or director-level leadership roles.
Proven experience building, managing, and scaling customer support teams particularly within SaaS, technology, or dynamic settings.
Expertise in utilizing metrics, data analysis, and customer insights to optimize operations and customer experience.
Familiarity with support technologies such as CRM, ticketing, chat, and analytics platforms like Zendesk, Salesforce Service Cloud, and Intercom.
Strong leadership, communication, and interpersonal abilities to inspire and develop staff.

Preferred Expertise

Advanced qualifications such as an MBA or certifications related to customer experience or contact center management.
Experience overseeing global or geographically distributed teams.
Skills in change management and navigating organizational transitions.
Background in developing or scaling automation and self-service tools such as knowledge bases or chatbots.
Knowledge of customer-centric methodologies like Voice of the Customer, Design Thinking, and Agile support practices.
Ability to influence cross-functional stakeholders to achieve business objectives.

Additional Information

Salary ranges are annual base figures subject to change and determined based on factors including experience, location, skill sets, interview outcomes, and internal equity. Full-time employees work at least 30 hours per week and may qualify for bonus programs, equity grants, and competitive benefits. Remote work pay rates differ by geographic tier based on zip code.

This role may involve occasional travel for company-related events, team meetings, or offsites.

Calendly supports reasonable accommodations for individuals with disabilities during recruitment. Employment eligibility is limited in certain U.S. states as specified by the company registry.

Director, Customer Support