As our Director of Customer Support you will be responsible for ensuring we deliver the best possible customer experience for the millions of people who use AdBlock daily.

We are looking for someone who is empathetic and excited to own our support process. Working closely with our content, product, and engineering teams, you’ll be responsible for setting the direction of our support operation and improving the systems we have in place today. You’ll ensure it runs smoothly and efficiently to provide a consistent, responsive, and world-class support experience.

You Will:

  • Determine the future of support at AdBlock, enhancing our existing processes and defining, implementing, and monitoring new processes as needed to make the customer experience as effortless as possible

  • Identify appropriate support and knowledge base tools to help us build scalable, low-touch support processes that reach customers where and how they want to be reached

  • Represent the voice of the customer, sharing insights from customer conversations and providing feedback to the product and engineering teams

  • Collaborate closely with our product and engineering teams to surface product issues and ensure customer feedback is tightly incorporated in new feature development, bug fixes, and product enhancements

  • Define and report on the key metrics that help us gauge the effectiveness of our support operation and its impact on the AdBlock business

  • Take over the day-to-day responsibilities of running our help desk and contributing to the continual improvement of our knowledge base in conjunction with the content team

  • Manage our existing customer support team and help answer tickets to ensure we are responding quickly to customer inquiries

You have:

  • Empathy, a high emotional IQ, and a passion for advocating for customers

  • At least five years in recent customer-facing support roles such as customer support or customer success

  • At least three years of recent experience using modern support platforms, knowledge bases or knowledge management systems, and other tools of the trade

  • A strong desire to apply everything you’ve learned about best practices in effortless, low-touch customer support to build a world-class support operation

  • Excellent written and verbal communication skills

  • A leadership mindset and a love of collaborating with cross-functional teams

Bonus points for:

  • Team lead experience, particularly leading a customer support team

  • Comfort working independently on remote teams

  • A can-do, see-a-problem, fix-the-problem approach

  • Excellent troubleshooting skills

Source: We Work Remotely


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