Director of Customer Support, MoveHQ (Remote)

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Are you passionate about building Support teams from the ground up and have you lead support through new product launches? Do you thrive in rapidly scaling environments? MoveHQ may have the ideal role for you, we are hiring a Director of Customer Support to lead, build, and scale our Support team. You will be responsible for setting up the Customer Support Function for MoveHQ, everything form defining the strategy, hiring and training, and establishing metrics and reporting. You will get to work deeply cross functionally in this role to scale the Support program. You will also get to work with a small but mighty world class Customer Experience Team led by the VP of Customer Experience, who is one of the Top 100 Customer Strategists in the world; he believes in a true partnership, wants to hear new ideas, empowers you to make decisions, and believes in a culture of transparency. Move HQ offers a great work/life balance and believes in giving you true autonomy to perform in your role.

As one of the fastest-growing tech companies and the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. We are making technology so good that you won’t move without it and out of the 12 million Americans who moved last year, 25% of them interacted with our technology; so we are busy! We have multiple entities and you will be making a critical impact on the Accounting team.

About the Role

• Customer service strategy: developing and implementing a customer service strategy that aligns with the overall goals and objectives of the org.
• Support team management: managing the support team, including hiring, training, and developing support staff. You will get to create and maintain a positive team culture and ensure that the team is meeting their KPIs.
• Customer feedback: responsible for gathering and analyzing customer feedback to identify areas for improvement and ensure that the team is meeting customer needs.
• Technical support: responsible for ensuring that the support team has the technical knowledge and expertise necessary to effectively troubleshoot and resolve customer issues.
• Process improvement: responsible for continuously evaluating and improving support processes to ensure that they are efficient and effective.
• Metrics and reporting: responsible for tracking and reporting on support metrics, such as customer satisfaction, response time, and resolution time.
• Cross-functional collaboration: collaborate with other teams to ensure that customer needs are being met and that support is aligned with the company's overall strategy.

About You

• 7+ years’ experience in Customer Support, going 0-1 in a company with at least $50 million in revenue
• Experience Implementing ServiceNow in the past
• Experience working with SaaS products and technologies
• Experience working with, and analyzing, customer data to ensure world class utilization metrics
• Experience in a Contact Center environment (Calls, emails, texts, etc)
• Experience in building a team from scratch
• Experience and knowledge of best practices in Voice of the Customer Programs
• Due to the nature of the work MoveHQ does, all employees must hold US Citizenship.

About Updater

Updater makes moving easier for the 12 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Headquartered in New York City, Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.