Senior Director, Customer Support

About Us

dbt Labs was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, we’ve grown to become one of the leading brands in the analytics industry. Our product, dbt, is used by thousands of companies. dbt Labs is a remote-first, values-driven company with a globally distributed team. You can learn more about our values here.

We are looking for a Senior Director, Customer Support to lead and scale our global Customer Support team. In this role, you will be responsible for owning the customer support framework and setting and maintaining standards for customer support and engagement.   

In this role, you can expect to:

• Set the vision for dbt’s global Support Department
• Develop a strategy, execution roadmap, priorities and investment plan to deliver proactive support vision, deflection and scale/productivity
• Implement initiatives and strategies to attract top-tier candidates, enhance team skills, promote career development through effective talent acquisition practices, training initiatives, and fostering a culture of continuous learning across Support teams
• Drive quarterly OKRs and iterative progress towards strategic direction, team performance, and metrics improvement
• Lead the Global Support organization to deliver world-class Support and proactive technical health to our customers
• Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction; performance to case resolution, customer satisfaction and financial measures.
• Define KPIs for the Customer Support Department e.g. SLAs, Customer Satisfaction
• Partner with Finance to manage budget, drive capacity planning, identify needs and present investments required to improve service levels and customer experience
• Work cross-functionally with other customer-facing departments (Product, Engineering, Customer Success etc.) to guarantee great customer experience and improve product adoption and satisfaction
• Analyze and optimize support operations. Drive a culture of continuous improvement and efficiency
• Represent the company publicly with customers in escalations and in long term relationship building

You are a good fit if you have:

• Worked asynchronously as part of a fully-remote, distributed team
• Experience leading technical teams panning global time zones in a 24/7 model
• Deep technical experience in the development workflow or other adjacent technical products within cloud, security, tooling, automation etc.
• Track record as a collaborative and results oriented leader capable of inspiring and building high performing teams
• Experience leading geographically distributed and culturally diverse teams
• Ability to form strong cross-functional relationships and influence others to drive to a common goal
• Experience in Customer Success, Technical Account Management, and Professional Services are a plus
• Successfully managed high volume, very fast-paced workload; not afraid to “roll up your sleeves” to complete more tactical work. Able to switch between strategic and tactical work daily 

Compensation & Benefits:

• Salary: $195,000-$277,000
• Equity Stake: *Commensurate with experience
• Benefits: In the US, dbt Labs offers unlimited vacation (and yes we use it!), 401k w/3% guaranteed contribution, excellent healthcare, paid parental leave and a home office stipend. For employees outside the United States, dbt Labs offers a competitive benefits package.

*Equity or comparable benefits may be offered depending on the legal limitations

What to expect in the hiring process:

For this interview process you can expect an in-person and virtual component. 

• First phase will be all video interviews:
  • Initial intro with Ryan Segar 
  • Conversation with Talent Team, Lauren 
  • Deep dive with Ryan
• Second phase will be video interviews as well:
  • Deep dive with stakeholder
  • Follow up call with People Business Partner, Gabriel
• In person phase will include: 
  • Meetings with key stakeholders
  • This day will also include a white boarding session with Ryan
• Final Interview based on our values

Who we are

At dbt Labs, we have developed strong opinions on how companies should practice analytics.

Specifically, we believe that:

• Code, not graphical user interfaces, is the best abstraction to express complex analytic logic
• Data