Director of Customer Support
At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.
Working at Lexipol means making a difference – day in and day out.
The Work
The Support team is responsible for handling all inbound customer questions and issues and fully resolving these in a timely and satisfactory manner. The Support Team does this so that the other components of our CX team can focus on training, renewals, relationship building, and growth.
Lexipol’s Customer Experience Team (CX) is seeking an experienced and customer-focused Director of Customer Support to join our team. The successful candidate will lead our customer support team through a period of exciting growth with a particular focus on operational transformation, team development, and handling our most complex customer complaints. You will be tasked with maintaining high levels of customer satisfaction and driving continuous improvements through your team and throughout all of the organization to meet customer needs.
This is done through working in these areas of focus:
Operational Effectiveness and Continuous Improvement (30%)
· Execute a multi-year strategy to scale the support organization for rapid growth.
· Develop and implement customer service policies and procedures to continuously improve the overall customer experience.
· Plan for growth by building scalable processes and systems. This can include hiring and training staff, investing in scalable technology, and developing scalable service offerings.
Team Development and Management (30%)
· Develop an ongoing coaching environment that develops an organizational mindset that drives constant quality improvement.
· Manage customer support teams. Ensure they have the necessary training and resources to execute their jobs effectively.
· Monitor team performance, analyze customer service data and metrics, and use findings to improve processes, systems, and practices.
· Foster a customer-focused culture within the team and throughout the company.
Cross Department Collaboration (20%)
· Interface with all customer-facing teams to ensure comprehensive customer support.
· Liaise with the product and engineering teams to address customer feedback, platform issues improve product offerings, and facilitate speedy and satisfactory resolution.
Escalation and Resolution (10%)
· Handle complex and escalated customer service issues.
· Monitor and enforce all internal service level agreements.
Customer Resource Library Maintenance (10%)
· Oversee the company’s customer-facing help resources including the creation, publishing, and maintenance of our Help Center across all product lines.
· Monitor access rates of customer help resources to inform and prioritize new content creation and process improvements.
Requirements: To be considered for this role, you will have this experience:
· Minimum of 7 years of experience in a customer support role, with at least 5 years in a leadership position leading teams of eight people or larger.
· Proven successful experience in architecting and implementing high velocity, scalable customer support organizational design and systems.
· Proven track record leading customer support transformations within an organization including new tooling, training, processes, and team optimization that deliver the best customer experience and operational effectiveness.
· Demonstrable experience improving overall customer experience metrics as a result of the systems you implemented.
· Exceptional leadership abilities with a focus on employee coaching and team development
· Strong knowledge of customer service software, databases, and CRM tools.
· Strong customer handling skills, with the ability to manage complex issues with tact and professionalism.
· Intermediate or higher-level experience with Excel.
· Bachelor’s degree in business administration or related field.
Preferred Experience:
· Experience as Director of Customer Support in a software company.
· Strong experience with Salesforce or Zendesk.
· Experience with Jira.
· Highly experienced with Process Design software including MS Visio or similar.
Target Outcomes/ Target Results
· Create a Functional Platform Plan for the Customer Support team within 90 days. Include Initiatives, Targets, & Goals.
· Present the Functional Platform Plan to senior leadership.
· Create and share a dashboard of metrics for the Customer Support Team: First response time, full resolution time, customer satisfaction, net promoter score, ticket distribution and balancing, first contact resolution rate, and knowledge base effectiveness.
· Redesign the organization structure to improve the overall customer experience and enable greater velocity and volume of customer support cases.
Employee Value Proposition
· Have a seat at the table. Report directly to the SVP CX.
· Key leadership post in one of the largest teams in the company (CX).
· Broad liberty and freedom to build an optimal customer support function.
· Lots of room to innovate.
· Access to and communication with all levels of the organization.
· Influence and participate in shaping company strategies.
The Environment
· Highly collaborative.
· Passion filled culture: We have a passion for optimizing public safety.
· Outcome driven.
· Join a culture that takes the work seriously, not ourselves. We have a professional sense of humor.
· Mission forward company: What we do makes a difference in communities.
Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
Compensation and Benefits
Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.
About Lexipol
Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.
Lexipol Is an Equal Opportunity Employer (EOE)
Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.
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