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.