As the Director of Customer Support, you will lead the build-out of a global, enterprise scale support organization. This will include a 24 hour Support function with a global impact and mandate. Our customers are some of the largest and most influential enterprises in the world, and our product has become a central component of their daily habits and workflows. This is the opportunity to apply your expertise in Customer Support to build and lead a team who play a critical role in the success of our customers and users.
This function supports clients from technical implementation, to go-live and post go-live support. You will be responsible for hiring, leading, and developing talent within the customer support team, with an emphasis on continuous improvement and driving results. You will set best practices and high standards for customer support and work with the team to meet and exceed those standards.
As a part of delivering a high standard of service, you will partner with multiple functions within the organization, with a special focus on Sales, Success, Product, Engineering and DevOps. Interfacing with Sales and Customer Success, your team owns and manages technical aspects of client onboarding, including account implementation, email deliverability ramp up, API ramp up, and post-ramp monitoring. You will also oversee collaboration with Engineering and DevOps in both preventing client performance issues, and in reacting to and resolving reported issues within client SLAs. You will ensure client feedback, and insights derived from client interactions are shared with Product and other groups, and advocate for changes that support client outcomes.
You will be responsible for designing our 24 hour support strategy across our client base, developing a model to segment support based on our tiered client base, and stewarding the iteration of these approaches as our product offering and industry evolve. You will report directly to the Vice President, Customer Success and have a strong voice in company-level strategic decision making. You will lead the annual and quarterly planning process of your team, and a central figure in identifying high-level strategic challenges facing the business.
Additionally, as a senior member of our Go-To-Market Team, you will help inform the structure and processes required to proactively and reactively engage with our users as we build a Support Team ready to scale. You will support our setting of monthly, quarterly, and annual goals for the Support function, while also helping to set company-level targets and functional objectives.
Street Context is on a mission to build more efficient Capital Markets. We're developing technology that provides highly scalable sources of customer insights for investment banks, brokerages, and independent research providers. We provide our customers with insights that enable them to pinpoint revenue opportunities, build client intel, and anticipate the needs of the market.
If you see an opportunity for yourself with us, apply now to continue the conversation and learn more about how you can become part of Street Context.
Street Context is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity and gender expression, receipt of public assistance, record of offences, sex or sexual orientation.