Who are we: 

From small local businesses to large multinational corporations, when manufacturers use Paperless Parts, they free up valuable time to focus on what is truly important to them. Our customers spend more time with their families, expand their businesses, invest in sustainable practices, and grow as a result of new opportunities. We’re a passionate team that believes manufacturing is a vital component of our everyday lives and the backbone of our economy. We’re dedicated to providing this invaluable industry with a cloud-native platform that empowers the next generation of manufacturers to join the digital age. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. Without manufacturing, many new ideas never become a reality. It is our mission to enable manufacturers with the technology they need to drive innovation – and our world – forward.

Paperless Parts is a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a fast-scaling company that is revolutionizing an entire industry, read on and apply!

Due to the nature of our business and interaction with external clients, Paperless Parts has a COVID-19 vaccination mandate. (Unvaccinated persons may request medical or religious accommodations on a case-by-case basis).

The Opportunity

The Director of Customer Support is responsible for the strategic leadership and ongoing tactical execution of the Support team at Paperless Parts. This team investigates, responds to, and resolves customer inquiries and concerns, as well as develops critical insights based on customer interactions that are shared with product management, software engineering, sales, and customer success management. You will build policies, systems, and team structures necessary to maintain the highest level of customer service as we scale our organization. This is a hands-on technical management role where you will need to work with solving customer issues while rapidly growing the support organization. 

Who You Are

​​You are an experienced “hands-on” technical leader who promotes a customer-centric support culture and seeks to ensure that every support interaction is best in class. You are intentional and gritty in the pursuit of making your team and function successful. You pride yourself on having a deep understanding of your product, the industry, and what success looks like for the customer. You are passionate about building, leading, and scaling an agile, flexible, and world-class SaaS support organization by using creative and innovative problem-solving skills and driving continuous improvement. You have experience in building and scaling a Support organization including hiring and training a diverse team. You pride yourself on building strong relationships with your customers, team, and other leaders within your organization. 

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

Responsibilities:

• Design, build and lead a world-class, high-performing customer support team
• Provide day-today leadership for our support team to deliver the highest quality help and issue resolution to our customers
• Measure team effectiveness by clearly defining operational outcomes and creating a cadence for review with the team
• Manage and coordinate urgent and complicated support issues 
• Provide data and reporting of KPI's and trends to others in ad-hoc, weekly, monthly reports as needed
• Drive continuous improvement by updating internal processes and implementing best practices through timely feedback, weekly 1:1 meetings, QA, workshops, and team building
• Build a successful and repeatable process for recruiting, vetting, and hiring top talent Recruit, train, develop and lead a growing team of Support Specialists
• Provide the Support team the tools necessary to improve customers’ experience in their interactions with Support and to be highly skilled and effective problem solvers 
• Proactively partner and collaborate with the Product, Engineering, Professional Services, Customer Success, and Sales teams to drive high customer satisfaction and retention 
• Gather and provide feedback to our product and engineering teams on how customers use our products with recommendations on overall improvements that help to drive adoption
• Lead the charge on defining the requirements, implementation, and rollout of a new ticketing system
• As part of the Paperless Parts team, further, the company-wide DEI & social impact initiatives
• Travel to job shops as required, COVID-19 vaccination required

Knowledge, skill, and abilities:

• 10+ years of experience in an advanced customer support role
• You are highly-technical and have experience supporting SaaS applications in a customer-facing, problem-solving technical support role
• 5+ years of experience leading and scaling teams with proven results as a high-performer
• You have experience building and leading customer support teams in rapid growth environments (preferably through email and phone)
• You have the technical capability and business acumen to be an escalation point for customers and to help prioritize product fixes through your understanding of customer impact and how the platform works
• You have demonstrated the ability to identify root causes and implement corrective actions to build long term customer loyalty
• You are organized and detail-oriented, with solid data analysis and manipulation skills (and you have opinions on CSAT, NPS, Customer Effort, First response time, Cost per conversation, and other KPIs)
• You are an excellent communicator and are able to interact with a wide variety of customers with varying technical competency and can clearly and thoughtfully explain new concepts to different audiences
• You have a customer-first mentality with a track record of going above and beyond to serve customers
• You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge
• You are able to participate in our on-call rotation and weekend coverage, as needed
• Experience with implementing and leading a migration between support platforms
• Familiarity with common support tools like Zendesk, Salesforce, Confluence, and Jira

Paperless Parts Life

Paperless Parts is an exciting Boston-based Series B SaaS company that has created the leading cloud-native software platform for manufacturers. 

Team: You will be joining a highly driven and collaborative team that is dedicated to empowering the next generation of manufacturers to join the digital age.

Culture: At Paperless Parts, we value intentionality in everything we do, grit in the pursuit of excellence, and curiosity with a bias towards action to deliver simple solutions. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up. This creates a fast-paced environment where we work hard and celebrate our wins. 

Office: Our office is full of energy; people regularly collaborate to solve hard problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. We have to top floor of a renovated brick and beam building where you will always be greeted by our friendly office dog, Bella, and have access to snacks, a rotating selection of beer on tap, and regularly catered meals. Our height-adjustable desks are set up with dual monitors, and employees are provided with the latest Apple technology to support productivity. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.

Location: Our headquarters is located in the bustling West End neighborhood of Boston, MA, and across the street from the new Hub Hall at TD Garden and North Station for easy access to most transit routes (Orange/Green Line and Commuter Rail) or a 6-minute walk from the Blue Line. Secure bike storage is available. 

Benefits: 

We value you and your family. With this in mind, full-time employees are provided: 

• 100% coverage of health, dental, and vision for you and your dependents
• Competitive pay, with bonuses and equity 
• Unlimited PTO 
• 11+ paid holidays
• Work from home flexibility 
• Company-sponsored wellness stipend/free gym membership
• Company-sponsored life, disability, and voluntary life insurance 
• Pre-tax Commuter and FSA/Dependent Care FSA 
• 401(k) plan
• Employee recognition program

Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status