Director of Product Support - Remote

Overview

The Director of Product Support will oversee technical support for products and integrated accounting solutions, driving customer success and continuous improvement through analytics and strategic leadership.

In Short

• Oversee technical support for products and accounting solutions.
• Develop knowledge base and self-service resources.
• Implement support tools and automation for efficiency.
• Create escalation procedures for complex technical issues.
• Partner with Engineering on bug prioritization and product improvements.
• Implement analytics to track support metrics and customer health.
• Develop scalable onboarding processes for enterprise accounts.
• Establish KPIs including customer satisfaction and retention metrics.
• Recruit and develop a high-performing product support team.
• Drive continuous improvement based on customer feedback.

Requirements

• Bachelor's degree in relevant field.
• 7 years of experience in product support or customer success.
• 3 years of management experience leading cross-functional teams.
• Knowledge of entertainment industry workflows a plus.
• Experience with SaaS platforms and software integrations.
• Proficiency with support tools like Zendesk and Salesforce.
• Exceptional communication skills.
• Strong analytical and problem-solving capabilities.
• Experience managing remote teams.
• Customer-centric mindset.

Benefits

• Competitive salary range.
• Comprehensive benefits package.
• Opportunities for professional development.
• Flexible work environment.
• Supportive team culture.