Sr. Director, Customer Support (Richmond, VA)

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built. So, we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities, and make a huge impact on the lives of all those that we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

What you’ll need:

• Prior experience leading large, high volume, Technical or Customer Support organizations. (Current team size inclusive of internal and BPO teams ranges from 700-900, based on seasonality). 
• Demonstrated experience managing through growth and through transformational periods required.
• Strong people leadership with a proven history of hiring, managing and developing high performing teams
• Strong ability to manage by the metrics: service levels, customer satisfaction, team engagement and managing to operating budget to plan, al while doing the right thing for the customer
• Experience working with distributed teams and outsource partners a must; experience working in a highly seasonal business is a plus
• Ability to build and drive a compelling strategic vision for your function. Equally important ability to drive execution against that vision to deliver business results.
• Demonstrated ability to collaborate and influence across multiple stakeholders and levels of the organization to get things done.
• Ability to mobilize and engage cross-functional teams to solve important problems.
• Demonstrated ability to drive change with urgency for our customers and teams
• Strong communication (verbal and written), presentation, and project management skills

Responsibilities: Accountable for overall success of Simplisafe’s Technical and Customer Support organization. This includes ensuring the right strategy, operating plans, and execution to deliver best-in-class Customer Support experiences, as well developing and meeting all key service levels and operating targets for your organization.

SUCCESS MEASURES: You and your team will be measured by the successful scaling of Customer Support operations strategies, measured by key performance indicators like Response Time, Average Handle Time, Customer Feedback, and Schedule Adherence. We are looking for a leader who can identify key metrics of performance and create strategies to improve our efficiency, as well as the employee and customer experience within Customer Support.

Requirements for the Position: 

• Ability to be on-site in Richmond, VA on a regular basis as well as ability to travel to 3rd party partners in Costa Rica and Philippines. Ability to travel to Boston HQ
• 8+ years experience in high volume service operations, ideally in a contact center environment

What Values You’ll Share:

• Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High - Always challenging oneself and others to raise the bar.
• No Ego - “no job too small” attitude, and open, inclusive and humble style.
• One Team - highly collaborative approach to achieving success.
• Lift As We Climb - A track record of investing in developing others and helping others succeed.
• Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

Success will also be measured in how the work gets done. This leader will need to consistently model our core values in all aspects of his/her work and ensure the team also reflects the same.This will be true both for customer treatment as well as employee and partner interactions.  

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected