Director of Technical Support at 3Play Media

| Greater Boston Area
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The Director of Customer Support drives and manages 3Play Media’s customer support activities.  This role ensures all service requests are triaged and addressed in accordance with appropriate service levels. This role will own escalation and communication processes to which the support function is central, and be responsible for both internal and external support stakeholder satisfaction.  They will provide strategic leadership and management for a team of high performing support specialists and facilitate world class customer support aligned with the mission & core values of 3Play, while scaling with our continued growth and expansion. Successful candidates will have experience leading a team and supporting complex technical solutions for enterprise customers. This position is based in our Boston, MA headquarters office.

Duties and Responsibilities
  • Own all Customer Support processes and identify new methods to facilitate our ability to drive quick resolution to customer impacting issues
  • Lead and develop a team of of highly capable and technically talented customer support professionals providing 24x7x365 support coverage
  • Implement processes that balance transactional tickets, complex problem solving for enterprise customers, and highly urgent issues in near real-time
  • Own process and tools to communicate essential information to support stakeholders including customers, account teams, product, and engineering
  • Partner with product to identify customer support trends and product opportunities for enhancement
  • Drive support as a differentiating aspect of 3Play service
  • Promote employee development, including coaching, mentoring, and identifying opportunities for improvement in the technical, customer relations, and process areas
  • Create and maintain a culture of ownership and accountability – ensure team understands their objectives and are provided the tools and guidance to be successful
  • Maintain a can-do, hands-on approach that confronts challenges, deals transparently and fairly with issues, demands high standards of self and others, and drives work to completion
  • Understand 3Play’s product functionality and how to best support customers in using them effectively
  • Establish and adhere to customer support case management practices, including meeting defined SLAs
  • Continually seek opportunities to delight customers and deepen client relationships
  • Foster collaborative working relationships with other departments and their teams to accomplish technical, functional, and organizational goals
  • Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges
  • Define and track key performance indicators, including SLA achievement and productivity levels in order to drive the organization to meet and exceed the standards
  • Provide leadership team with data driven analyses and insights to communicate trends and key insights
Qualifications
  • Bachelor’s Degree preferred
  • 5+ years in a support or customers success role in the software industry; experience with video preferred
  • 3+ years of experience managing customer-facing teams
  • Self-Motivated, action-oriented leader that is results driven
  • Strong customer management, interpersonal, leadership and communication skills
  • Proven track record of team growth and development
  • Ability to rapidly gain in-depth knowledge of technical solutions
  • Strong decision making and problem-solving skills
  • Experience with customer support and CRM platforms, especially Zendesk, Salesforce, and HubSpot
About the Company

3Play Media is a rapidly growing, profitable start-up making a huge impact on the way people consume online media. We provide premium captioning, transcription, audio description, and translation solutions to over 2,500 higher ed, enterprise, media, and government customers. Our goal is to simplify the workflow through flexible APIs, a secure online account system, and integrations with a multitude of players, platforms, and lecture capture systems. We got our start in 2007 out of MIT Sloan and we are based in Boston, MA.

Work Environment

We have an awesome work environment! Our team is hard working, laid back, and fun. There are no politics or wasteful meetings and projects get done quickly and efficiently. The team is dedicated to building a successful company. We have a spacious office with lots of natural light located in the North End. The work we do is fun, interesting, and gratifying. Your work will have a direct impact on our company’s success.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoCRM
    • MarketoLead Gen

Location

We're right in the middle of the North End, in easy walking distance to North Station and to dozens of lunch spots, bars, and restaurants.

An Insider's view of 3Play Media

What’s the vibe like in the office?

I love that I am constantly learning and being challenged. I love how my ideas are valued and heard. At 3Play you really feel like you are part of the company and you can directly see how your efforts are leading to the company's success.

Sofia

Marketing Programs Manager

What's the biggest problem your team is solving?

What my team is trying to solve isn't necessarily a problem, it's that the company is growing and we are trying to keep up!

Amanda

Office Manager

How has your career grown since starting at the company?

My experience at 3Play has been a whirlwind! I was hired to produce content in 2014; now, I'm the Director of Marketing and manage our marketing team, strategy, and operations. My experience is a testament to how the company feels about promoting internally. I was given the chance to prove I could make an impact, and I am very grateful for that.

Lily

Director of Marketing

What is your vision for the company?

We are at the forefront of making video the ultimate tool for learning, communication, and entertainment. One day, nearly every video will be accessible. This presents exciting and daunting operational challenges; challenges that we are taking on with full steam to be the unequivocal leader in the space.

Josh

Co-Founder, Chief Revenue Officer

How do you collaborate with other teams in the company?

The culture is quite open and people are quite friendly. They are just a ping away, and always ready to help!

We also have a recurring event, called 3Play Palooza, which encourages people to collaborate with people from other teams to tackle and understand challenges we face.

Neel

Senior Software Engineer

What are 3Play Media Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
We have lots of mini committees like Social Committee, Accessibility Committee, D&I Committee & 3Play Palooza Committee - each of which organizes events at 3Play focused on our mission and values.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave. For employees with the company 6 months or more, the first 6 weeks are paid at 100% of base salary.
Flexible Work Schedule
We provide employees with a flexible work schedule that includes flexible start and end times as well as during the day.
Remote Work Program
Our remote work program includes work from home during the COVID pandemic and at all other times work remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
We have an annual summer outing for our employees and their families.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
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