Senior Director of Client Support

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology-backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

• Named one of Fast Company's Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

RESPONSIBILITIES

• Develop and execute the customer support strategy to align with overall business objectives, focusing on delivering a world-class support experience
• Collaborate with other departments, including Product, Engineering, Sales, and Customer Success, to ensure a seamless and cohesive customer journey
• Establish and track key performance indicators (KPIs) for the support organization, including response times, resolution rates, customer satisfaction scores, and first contact resolution
• Lead, mentor, and develop a high-performing customer support team, including support managers, frontline agents, and technical specialists
• Foster a positive and inclusive team culture focused on continuous improvement, customer advocacy, and professional growth
• Implement training and development programs to ensure the team is equipped with the necessary skills and knowledge to support customers effectively
• Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is incorporated into product and service enhancements
• Drive initiatives to improve customer satisfaction and loyalty, including the implementation of new support channels, self-service resources, and customer education programs
• Develop and manage the customer support budget, ensuring optimal allocation of resources to meet organizational goals

Qualifications:

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• 10+ years of experience in customer support, with at least 5 years in a senior leadership role
• Proven track record of leading large, distributed customer support teams and driving exceptional service delivery
• Strong leadership and team management skills, with experience in coaching, mentoring, and developing talent
• Excellent communication, interpersonal, and conflict-resolution skills
• Deep understanding of customer support metrics, analytics, and best practices
• Experience with customer support platforms and CRM systems, with a preference for experience in Salesforce
• A passion for mentoring and developing others is a must
• History of excellent judgment and productive communication
• Experience presenting to senior leadership

Benefits:

At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

Compensation:

• Our base pay range starts at $150,000 -$210,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate's location and experience.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.