Director, Advanced Support Services

About Dialpad

Work Beautifully

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.

About the team

The Customer Experience (CX) Organization is aimed at delighting customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions.

Dialpad’s Director of Advanced Support Services will oversee all of Dialpad’s T2, T3, Premium Support and TAM Services to Support our customers globally. In this role, you’ll combine your expertise and leadership skills to help deliver a world-class customer experience.

Your role

As the Director of Advanced Support Services, you will be responsible for the end-to-end customer experience. You’ll work closely with cross-functional leaders in Sales, Customer Support, Product Management, Customer Success, Professional Services, and Engineering to deliver best-in-class Support to our customers. 

This position reports to our Vice President of  Services and has the opportunity to be based in any of our Dialpad Offices or remotely. The preferred schedule will be based on US business hours but will be flexible depending on the needs of the business.

What you’ll do 

Leadership

• Provide leadership to the customer support team, fostering a culture of accountability, collaboration, and innovation.
• Develop and execute a comprehensive customer support strategy aligned with the company's goals and objectives using industry trends and best practices.
• Recruit, train, and mentor a high-performing customer support team.

Customer experience

• Collaborate with cross-functional teams to address customer feedback and drive product improvements.
• Drive initiatives to enhance the overall customer experience and satisfaction.
• Implement processes and tools to streamline customer support workflows and improve response times.

Operational excellence

• Establish and maintain efficient support operations, including ticket management systems, knowledge bases, and escalation procedures.
• Monitor key performance indicators (KPIs) related to customer support, such as first response time, resolution time, and customer satisfaction scores, and take action to address any issues.
• Optimize resource allocation and budget management to maximize the effectiveness of the customer support function.

Skills you’ll bring 

• Proven experience in a leadership role within a customer support or service organization, with at least 8+ years of experience.
• Strong understanding of customer support best practices, Customer Support tools, and a proven track record in leading technical teams.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management.
• Strategic leader with the ability to develop and execute initiatives to enhance the customer experience and drive business results.
• Analytical mindset with proficiency in using data and metrics to measure performance and inform decision-making.
• Customer-centric mindset with a passion for delivering exceptional service and building long-term customer relationships.
• Bachelor's degree in business administration, management, or a related field.

Dialpad benefits and perks

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation and equity

Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible t