Director, Customer Support
Everyone who works at Drift has a part in driving customer success. The goal of the Customer Team is to ensure our customers launch Drift successfully, adopt it into their organization, and achieve the results and value they want.
We're looking to bring on an innovative and customer focused leader to support the success and growth of Drift’s Customer Support Team. This leader will be responsible for building and driving our Customer Support operating model and systems, triage, 24 hour support, while developing deep partnerships across the Success, Product and Engineering and Sales teams.
What you’ll be doing on the customer team at Drift:
- Continue hiring a talented and ambitious team of Customer Advocates who support the front line of customer chat, answering the questions of our customers
- Develop a strategy for scaling our support model, including our current processes, systems and operating practices
- Partner with our leaders in Customer Success to address the needs of our customers and develop innovative ways to think proactively about how to execute support
- Partner with our leaders in Product and Engineering on developing a strong triage and SLA system
- Support the development of new hire onboarding and product training
- Accurately forecast your team’s capacity and coverage needs
- You drive a service-first mentality for customers. We hold personalization and urgency with eagerness in higher regard than “# of tickets closed in an hour”. Can you live that, and drive that culture? If you are nodding your head yes, let’s get you in!
- Help Drift in hitting net retention and customer health quotas on a monthly, quarterly, and annual basis
About you and what type of skills you’ll need:
- We’re looking for a support leader who has experience both building and executing a go-to-market strategy for success in a fast growing tech company
- The quality of your success to date supersedes the amount of time you’ve spent doing it. With that said, we want to see someone who has led a successful enterprise team for 5+ years. We need to see demonstrated consistency, growth, and accountability. Show us your work.
- Customer Centricity: You are a trusted partner and advisor to your customers, and their needs are your north star.
- Agility/Rigor: “Give me what I need to get moving” is your mantra with your team. As things change and move quickly, you are excited by the fast pace, and opportunity to constantly learn and help your team learn
- Scrappiness: You are energized by rolling up your sleeves and making things happen, and enabling your team to do the same.
- Extreme ownership: You hold yourself accountable to a high bar. You are supremely organized, you see what needs to happen, and you don’t just roll with it, you run with it.
- Technical Expertise: You know what it takes to get customers moving quickly and seeing value from software for their business. If you’re thrown something SaaS Software/Internet related you can move quickly through it with a strong sense of comfort and confidence (e.g. Integrations, APIs, JavaScript, CRM)
- Problem solving: Getting to the root cause of a challenge and coming up with a solution is second nature to you. You have an eye for identifying problems, and an even stronger skill in taking positive proactive action.
- Results & Data Driven: You understand the metrics of the business you are responsible for, from implementation, adoption, health, retention, to CSAT, you are constantly evaluating the metrics and output of Customer Advocate efforts. You leverage these insights to drive constant improvement. You are 100% comfortable driving team accountability and ownership of their individual customer metrics.
About Drift
Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA.