Director, Customer Support at FRONTSTEPS

| Greater Denver Area
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COMPANY OVERVIEW   

Headquartered in Denver, Colorado with additional offices in Arizona and California, FRONTSTEPS is a SaaS company with a resident engagement platform to empower communities to be safe, informed, and efficient. More than 23,000 communities nationwide — that’s 4.4 million homeowners — are covered by FRONTSTEPS services! We deliver solutions that simplify how management companies, homeowner associations, builders, and security & patrol experts build, connect, operate, and secure modern communities. With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive a more prosperous community.  

FRONTSTEPS is guided by the core values of 1) developing our people, 2) taking care of the customer at all times, 3) moving with purpose and urgency, 4) being open, honest, and transparent, 5) innovating and failing forward, and 6) being courageous.  

POSITION OVERVIEW

We are currently looking for a leader for our Customer Support organization who is truly customer-obsessed, has a strong operational focus, deep technical skills, and partners effectively with key stakeholders across the company. This position will be responsible to lead and scale a multi-tier support team that our customers can rely on to be responsive, knowledgeable, and solve their problems the first time. This role is pivotal within the company and will set the strategy for delivering a unified customer experience across multiple products. The Director, Customer Support will embrace metrics, measure results, and use data to inform decisions.

What you’ll do:

  • Act as a thought leader to develop and drive a customer-centric culture with a common goal of improving the end to end Customer experience
  • Manage and optimize internal and 3rd party teams, processes and tools to deliver exceptional service to customers including service ticketing, customer reporting, KPI management and dashboard reporting
  • Ensure customer issues are resolved quickly, leveraging resources from across the company as needed, partnering with CSMs, Sales, Implementation, and Product and driving collaboration to deliver a unified customer experience
  • Develop and lead the Support team, coaching front line supervisors and identifying talent within your team for opportunities to grow within the business
  • Summarize employee, department and product feedback gathered from NPS surveys and customer case summaries and act as advocate for our clients with internal teams to improve the customer experience
  • Provide guidance and recommend resolution to leaders across all departments on issues identified through customer feedback programs
  • Balance strategy, planning and day-to-day operational execution to identify trends and work with appropriate teams to mitigate further customer impact
  • Provide proactive capacity and performance management recommendations for improvements to ensure there are proper resources to grow with business demand while constantly looking to improve the efficiency of the process, technology and personnel resources 

About you:

  • You have over 5 years of success in leading, building and managing highly effective customer service teams and a track record of building a customer-centric culture
  • You've led support teams that span application, hardware, and general network and infrastructure support.
  • You are a strong leader that inspires commitment to achieve exceptional customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities and mobilize resources with an appropriate sense of urgency
  • Metrics and data drive your decisions and you start each day assessing your team’s status through dashboards and KPI reporting
  • You have excellent partner management skills, striving to build effective relationships across organizations and with 3rd party partners at all levels of leadership
  • You’ve led cross-functional initiatives which are considered ‘big bets’ or transformational and exceed key goals
  • You understand the SMB space and have delivered services in a B2B2C model, preferably supporting a SaaS product
  • Ideally, you’ve worked in an environment that utilizes Salesforce Service Cloud or a similar case/ticket management system 
  • It would be fantastic if you've also had experience working in an environment that uses the ITIL framework to manage service functions, including incident management and escalation processes and improving efficiency
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • TrelloManagement
    • WebflowCMS
    • SquarespaceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Our office is at 12th & Broadway near Civic Center. Tons of lunch options (Torchy's, Zep's, BurgerFi), a bus stop & a short walk from RTD at 16th & CA

What are FRONTSTEPS Perks + Benefits

FRONTSTEPS Benefits Overview

The benefits of working for FRONTSTEPS are endless! Joining our team means opportunities to be daring and innovative ... every day! You can be part of the engagement team and foster our cool culture with events, outings, and parties. We just rolled out an awesome new program that allows employees to recognize other employees for going the extra mile. Led by employees, for employees it's just one example of what it means to be a FRONTSTEPPER! Oh, and there are a ton of other benefits like health care and beer Fridays ... KEEP reading to find out.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Company-sponsored short and long term disability benefits.
Dental Benefits
The FRONTSTEPS plan covers 100% of preventative care. We have options that include orthodontia coverage.
Vision Benefits
Our competitive vision plan covers 100% of a basic exam, with a copay. Plus, contact lens and eyeglass frame benefits.
Health Insurance Benefits
FRONTSTEPS offers a PPO and a qualified high-deductible plan with FSA and HSA options.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
FRONTSTEPS CSR Mission Statement: Supporting Organizations that help people live safely, thrive within their communities, and prosper equitably in society.
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
FRONTSTEPS dress code includes Hawaiian Shirt Day, Fan-dom Day, and Ugly Sweater Day. Oh, and all the other days, you can wear whatever is comfy and casual!
Commuter Benefits
RTD pass allowance is offered to all our employees!
Company Outings
Rockies games, ax throwing, bowling ... the FRONTSTEPS team is all about exploring and taking advantage of the cool stuff Denver has to offer!
Game Room
Stocked Kitchen
Between ping pong games & foosball, there are snacks galore in our Cantina. Boulder chips, sun chips, granola bars, fruit snacks, and oatmeal. Fresh fruit replenished daily, bubbly water, and soda!
Happy Hours
Every Friday at 4:30!
Parking
Underground parking ... FRONTSTEPS pays a generous (and I mean, generous) portion of the cost to park in our building. No need to walk outside, eveh!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Our product team demoes new features and enhancement that are releasing in the near future.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

Indoor, on-site parking and gym. Supportive environment. Fun, friendly atmosphere with start-up energy and plenty of adult leadership to drive success.

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