Director of Customer Support

About UsCanary Technologies is a fast-growing enterprise hospitality technology company that provides hotels with innovative solutions to drive efficiency and enhance the guest experience. Our core solutions get rid of antiquated technology in hotels. With backing from some of the top investors in Silicon Valley, including Y Combinator, Canary Technologies is trusted by thousands worldwide and serves some of the world’s largest and most iconic hotel brands.

About You

A seasoned leader, you understand the essence of stellar customer support and have the acumen to oversee it. You’re adept at steering teams and optimizing processes in a dynamic environment. Adept at interpreting data to shape strategies, you prioritize the customer experience, and leverage every touchpoint to enhance it. Your multifaceted skills make you the torchbearer of our support vision.

About the Role

As the Director of Customer Support, you'll be at the helm of the Customer Operations sector and report directly to one of the co-founders. In this pivotal role, you'll strategize, oversee, and refine the mechanisms of our support function. As Canary evolves, you'll ensure that our customer support remains robust, efficient, and keeps pace with our trajectory.

Responsibilities

• Lead, mentor, and expand the Customer Support team, fostering a culture of excellence.
• Set clear objectives and KPIs for the team, ensuring alignment with our company's strategic goals.
• Collaborate closely with other departments, especially Product and Engineering, to streamline product improvements based on customer feedback.
• Develop and roll out scalable support processes and tools to elevate customer satisfaction and retention.
• Analyze support metrics and trends, driving continuous improvements and solutions.
• Represent the voice of the customer at the executive level, ensuring that their needs and concerns shape our offerings and strategies.
• Evaluate and implement technology solutions like Help Desk systems, ensuring seamless integration and effectiveness.

Qualifications

• BA/BS degree
• 5+ years of leadership experience in Customer Support or Customer Success in a tech/SaaS environment.
• Proven track record of driving customer satisfaction and operational efficiencies.
• Strong analytical, problem-solving, and decision-making skills.
• Expertise with Help Desk systems like Zendesk, Freshdesk, etc.
• Familiarity with Salesforce and collaboration software (Slack, Asana, etc.)
• Exceptional interpersonal skills
• Ability to inspire and lead teams.

Benefits

• Health Care Plan
• Paid Time Off (Vacation, Sick & Public Holidays)
• Stock Option Plan
• Flexibility/stipend to visit and travel to our offices (San Francisco and Dallas)
• A global and diverse team
• Paid parental leave