Director of Support

Splash's mission is to develop the most innovative event technology on the planet to help marketers reach and engage their target audiences. From simplifying event asset creation to capturing attendee insights and measuring event impact, Splash enables marketers to efficiently scale event programs and connect event-driven engagement to business results. More than half of the Fortune 500 use Splash to streamline event marketing execution and optimize performance.

What we’re looking for 🔎

The Director of Support develops and facilitates the vision for customer support to deliver excellent, value-added experiences that our customers rave about.

While incorporating industry best practices with customer and team feedback, this role defines the path to success within performance, operations and cross-functional initiatives. The Director of Support will be focused on scaling these success plans to generate revenue and support growth in new customer segments. 

By coaching our high-performing team through these opportunities, this role empowers our customers to maximize success with Splash.

In this role, you’ll get to…

• Lead the team to deliver outstanding customer experience by optimizing our support workflows and operations
• Develop short-term and long-term roadmap and strategy to support company objectives
• Hire, train, and develop talent as well as build training and education programs
• Mentor and coach team leaders and team members with regard to the customer journey, customer experience, objection handling methodologies and quality of service
• Define KPIs, performance metrics and practices that align with a revenue-generating team
• Optimize tools and systems for efficiency, productivity and cost
• Introduce frameworks for scaling the team, staffing models, coverage and growth
• Collaborate with Tech and Product orgs to ensure clarity around goals, processes and product updates, integrating customer feedback.
• Collaborate with all teams in the CX organization to ensure value-added experience and continuously refine our Support Plans and offering
• Serve as a technical subject matter expert for the Splash platform
• Manage customer escalations while empowering the team to troubleshoot, communicate and lead customer interactions
• Provide regular reporting and analysis to Executive Team to support decision-making and strategy

On your first day we'll expect you to have..

• 7+ years of relevant experience in a leadership role of a multi-national support team
• Experience supporting Enterprise customers and multiple Support Plans / Offering
• Experience managing complex platforms
• Experience managing third-party contractors
• Strong communication and customer relationship skills, both written and oral
• Critical thinking and growth mindset
• Strong leadership skills with the ability to prioritize and execute to drive success
• Ability to successfully navigate ambiguity and adapt to new and dynamic environments 
• Strong technical background with comprehensive experience using enterprise software, including support ticketing systems (e.g. Zendesk, Intercom), CRMs (e.g. Salesforce), and reporting tools (e.g. Sisense, Tableau)

 

About Splash Customer Experience

The Customer Experience organization leads all customer activities and experiences and is the primary driver of customer adoption, retention and expansion. Included in the CX org are the Customer Support, Customer Success Management, Professional Services and Strategy & Programs teams. Together, we build relationships with customers based on value and trust, partner with our customers to help them solve their business problems and guide their Splash journey, understand their business objectives and create meaningful educational experiences to maximize their event program success. 

What we offer and other fun stuff!

We’re taking a new and improved approach to compensation and the way we #takecare of our Splashers. An approach that makes a lot more sense in this remote world we live in and looking toward the future of work. You can read more here. In a nutshell, we offer…

• 💰 Competitive base salary and stock options. Our success is your success 📈
•  💻  Brand new MacBook Pro / Linux and monthly stipend for work-from-home expenses.
• 🏥  Great healthcare benefits, with paid coverage for you and your family
• 🌴  Plenty of vacation days, with Splash-specific days off and 2 extra Mental Escape (M.E.) days per month to unplug from work
•  🗺  Remote first organizati