Director, Customer Operations

Title: Director, Customer Operations

Reports to: VP, Customer Experience

Location: Remote

 

About Thentia 

Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development.  We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.

 

About the role:

Thentia is in search of a Director, Customer Operations to oversee and scale the growing customer care function, which aims to provide excellent service for clients in state and provincial regulation.

In this role, you’ll be managing a team of front-line support analysts ensuring effective, targeted communication, root cause analysis and proper triage based on case priority and type. The front-line team helps with customer inquiries ranging from login issues to how-to questions to requests for large system changes. The department works closely with Customer Success, Delivery, Product Development Alongside management of front-line operations, the department is yours to own. You’ll be managing existing metrics and analytics with autonomy to change or add what we’re reporting on as you see fit. Thentia is set to grow, so you’ll have plenty of opportunity to decide how your organization should scale and implement strategies to get there. Your leader, of course, will be there to help guide you as needed.

 

Responsibilities:

• Management of front-line support operations including general oversight, ticket prioritization, escalation management, quality control and productivity
• Manage and further develop KPIS, targets, metrics and reports that measure the quality and effectiveness of Customer Support
• Act as escalation point for customers for requests and incidents where appropriate
• Identify tools and resourcing necessary to scale the Customer Support offering and help to build supporting business cases
• Be a product expert. Develop and maintain ongoing knowledge of Thentia’s offerings with an understanding of how they functionality may be applied to regulatory use-cases
• Departmental headcount and technology forecasting and planning
• Manage, further develop and implement new processes enabling the Customer Support operation to continue functioning efficiently through company growth

• Help to determine the root cause of escalated incidents, communicating effectively to both customers and internal stakeholders; work collaboratively to achieve a resolution
• Work with Customer Success to fully represent the voice of the customer – identify and convey customer feedback to influence business initiatives
• Work with Thentia’s leadership team to scale the department with consideration for profitability and segmentation of support offering depending on customer type
• Own the technology used to provide service to Thentia’s customers (ZenDesk Support, Guide & Explore), maximizing the functionality of the platform, utilizing trigger and automation opportunities where relevant

• Identify opportunities for case deflection and self-service, generating help centre content and strategizing on a broad plan for the Thentia customer knowledge base.

 

Qualifications/attributes:

• 7-10 years of experience in Customer Support, with 5 years in a leadership capacity
• Experience training, developing and managing teams in a SaaS environment, preferably one of 100-200 total employees and in a phase of growth
• A yearning to learn something new every day with the ability to ask detailed questions to get to a deep understanding of complex products, problems and business requirements.
• Excellent commun