Director of Digital Support Services - Remote

Overview

We are seeking an innovative and customer-obsessed Director of Digital Self-Service to lead the next evolution of our customer support experience.

In Short

• Define and lead the self-service strategy to improve case deflection and enhance customer satisfaction.
• Own the roadmap for the self-service experience, including GenAI-powered search and virtual agent capabilities.
• Drive adoption of proactive support solutions for self-diagnosis.
• Partner with analytics teams to monitor funnel metrics and deflection KPIs.
• Establish and run a cross-functional Self-Service Council.
• Collaborate with various teams to unify the digital support experience.
• Lead experimentation and pilot programs for innovative experiences.
• Advocate for customer-centric design and personalized self-service experiences.
• Champion continuous improvement through feedback and platform optimization.

Requirements

• Experience integrating AI into work processes and problem-solving.
• Deep understanding of customer support ecosystems and case deflection levers.
• Experience implementing GenAI, virtual agents, or semantic search.
• Proven track record in improving digital support KPIs.
• Strategic thinker with strong execution skills.
• Strong user empathy and passion for frictionless customer experiences.
• 10+ years in digital support, self-service platforms, or customer experience strategy.

Benefits

• Competitive salary with equity and variable compensation.
• Health plans including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Flexible time away plan and family leave programs.