Director of Support Operations

August 29

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SoundStack

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We make audio simple. Platform-agnostic technology for creators and advertisers. Parent company to Live365.

Digital Audio • Podcasting • Hosting • Audio Ad Insertion • Audio Advertising

51 - 200

Description

• Provide frontline technical support for enterprise customers. • Identify, document, and escalate issues when necessary. • Ensure 100% adherence to SLAs for support requests. • Lead and mentor the Enterprise Support team. • Develop and implement support strategies for customer satisfaction. • Oversee the support team's day-to-day operations. • Serve as a senior point of contact for VIP partners. • Identify areas for process improvement within support organization. • Establish key performance indicators (KPIs) for support team. • Collaborate with other departments to address customer needs. • Recruit and onboard new support team members. • Evaluate and implement support technologies and tools. • Leverage customer support data for organizational insights. • Maintain and update client documentation for transparency. • Monitor performance of services for VIP clients. • Conduct training sessions for customers on platform use. • Participate in weekend and on-call support.

Requirements

• Proven experience in a leadership role within a technical support or customer success organization, preferably in the audio or media industry. • Strong leadership skills with the ability to inspire and motivate a team. • Exceptional problem-solving abilities, with a strategic mindset and a focus on continuous improvement. • Excellent communication skills, both written and verbal, with the ability to influence at all levels of the organization. • Experience with support technologies, including ticketing systems, customer relationship management (CRM) software, and data analytics tools. • Strong understanding of service level agreements (SLAs) and support metrics. • Ability to manage multiple projects and priorities in a fast-paced environment.