Director, Technical Support Operations

Location: Los Angeles (Headquarters)
Job Code: 2067
# of openings: 1

Description

Los Angeles based Internet Brands, Inc. is seeking to hire an experienced Director, Technical Support Operations to lead a very talented team of high performing Demandforce support specialists across multiple locations.  Reporting to the VP, Customer Operations, the Director, Technical Support Operations is responsible for leading post-sales product and customer support which may be delivered by phone, email or chat.  Our ideal candidate loves customers as much as they love technology. 

Responsibilities:
- Be recognized as the leader for all service and customer-facing product related activities as we work with customers to understand their needs and desired business outcomes and translate them into actionable programs to maximize customer value
- Lead and mentor Tier 1 and Tier 2 technical service and management personnel in their individual and collective technical and service development (including recruitment, training, motivation and discipline).  Tier 1 and Tier 2 reps advise small businesses on how to improve their productivity, automate their communication, and enhance their marketing strategy. Hire, train and develop team members to become experts in our products and verticals, delivering value to our customers
- Responsible for day-to-day leadership of all service activities ensuring adherence to established performance objectives and delivery outcomes
- Partner with Sales, Customer Success or other internal teams on customer calls for service and/or technical issues, and take ownership of escalated issues as appropriate
- Identify and prioritize areas for execution and operational improvement
- Develop, define and execute program(s) cross functionally to improve NPS, customer experience and internal service delivery
- Establish operational cadence and rhythm around setting targets and tracking progress
- Build relationships across the organization to drive cross functional influence, specifically with sales, product management and engineering
- Partner with leadership to prioritize activities related to growth and retention initiatives
- Support cross functional personnel on the beneficial aspects of service products and technical service delivery
- Drive definition, optimization and simplification of processes used 
- Make optimum use of  resources (people and equipment) required to meet objectives
- Responsible for the execution and implementation of new capabilities within the Technical Operations organization
- Ability to take a leadership role for a multi-location, fast paced technical service organization
- Act as point person in coordinating efforts between multiple departments for escalated issue resolution
- Responsible for de-escalating technical and customer issues arising from within the organization
- Manage operations to budget
- Responsible for ensuring professional responses and actions stemming from customer feedback
- Use and communicates performance metrics to measure success at the group and individual levels
- Demonstrated ability to influence and manage change with executives across functions
- Strong technical aptitude to quickly learn and become a power user of the Demandforce
- Experience scaling to support small and midsize businesses
- Experience building & managing a multi-tier support function
- Proven experience designing processes that scale
- Leading through influence and execute cross functional initiatives
- Ability to learn and adapt quickly in a high-growth, dynamic environment
- Deep analytic skills, the ability to home in on key data, derive and communicate insights
- Strong presentation and communication skills
- Experience with SFDC, Jira, Five9 and / or other SaaS support tools
- Strong oral and written communication skills
- Deep customer empathy and ability to be a customer experience champion
- Able to successfully handle escalated customer calls and have difficult conversations with customers as appropriate
- Able to give/receive feedback
- Player/coach mentality
- Work with Engineering to ensure feedback and escalations from the Ops teams are handled appropriately
- Work with Product Management to ensure that Ops has input into the product roadmap, both related to bug fixes as well as new feature development

Qualifications:
- 5+ years previous hands on technical performance management experience in customer facing roles across Services, Support, Operations or Pre-Sales
- 5+ years successful experience in building and leading high performing services teams
- Must be able to communicate (reading, writing & speaking) in English.  Spanish language capability is a bonus.  Able to simplify complex topics in a friendly and approachable manner
- Demonstrated success engaging with customers and internal partners to collaboratively problem solve 
- Excellent organizational skills, ability to proactively troubleshoot both process and specific product issues
- Must be a self-starter; a "hands-on" individual who enjoys high visibility challenges with minimal support and direction
- Must be PC literate, communication, writing, and project management skills
- Ability to travel domestically and internationally
 

Preferred Qualifications:
- Knowledge of SFDC, JIRA, HTML, Outlook, G Suite, etc. 
- Experience managing a call center (Five9, Talk Desk, etc) and/or service desk
- Offshore experience - developing, leading, and managing remotely
- Demandforce product knowledge

To apply, please visit: http://chp.tbe.taleo.net/chp02/ats/careers/requisition.jsp?org=CARSDIRECT&cws=1&rid=2067

Internet Brands, Inc. and its wholly owned affiliates are an equal opportunity employer.

About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Automotive, Health, Legal and Home / Travel. The company’s award-winning consumer websites lead their categories and serve more than 100 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands’ powerful, proprietary operating platform provides the flexibility and scalability to fuel the company’s continued growth. For more information, please visit www.internetbrands.com.

Keywords: Director, Technical Support, Operations, Management, Web, Online, Los Angeles

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