Director – Customer Support

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August 3

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MaxVal Group, Inc.

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SaaS • Artificial Intelligence • B2B

MaxVal Group, Inc. is an AI-enabled intellectual property management company that provides cloud-based software and outsourced services to help corporations and law firms manage the entire IP lifecycle. Their offerings include the Symphony platforms for corporations and law firms, Max-IDS for reference management, and services such as IP renewals, docketing, paralegal support, patent search & analytics, patent drawings, and foreign filing assistance. MaxVal focuses on security, cost reduction, operational efficiency, and delivering analytics-driven insights to optimize and protect IP portfolios.

501 - 1000 employees

Founded 2004

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• Lead and mentor a team of customer support professionals. • Establish and maintain customer support processes and best practices. • Ensure the team meets and exceeds performance metrics and service level agreements (SLAs). • Work closely with leadership teams to drive strategic customer support needs aligned with overall business objectives. • Promote a culture of innovation and continuous improvement by evaluating new technologies and methods to enhance customer satisfaction. • Oversee and manage the resolution of customer issues and requests in a timely and effective manner. • Serve as the escalation point for complex and critical customer issues by maintaining strong internal team relationships. • Implement Root Cause Analysis (RCA) and corrective actions to prevent recurring issues. • Conduct regular meetings with customers to monitor system performance and gather feedback. • Implement and monitor key performance indicators (KPIs) to assess team performance. • Develop and execute a strategic plan for the support team, aligning with company goals.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred. • Minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role. • Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus. • Strong understanding of intellectual property management solutions is preferred. • Excellent leadership, communication, and interpersonal skills. • Ability to manage multiple priorities and work effectively in a fast-paced environment. • Strong problem-solving and analytical skills. • Customer-focused mindset with a commitment to delivering exceptional service.

🏖️ Benefits

• Remote Work: Option for fully remote work, offering flexibility to support a healthy work- life balance. • Health Coverage: Medical, dental, and vision insurance to support your well-being. • Retirement Savings: 401(k) plan to help you plan for the future. • Unlimited / Responsible Time Off: Flexible time-off policy.