Director of Support Operations

About SoundStack:

SoundStack is the audio-as-a-service (AaaS) company for every kind of digital audio business—podcasters, digital broadcasters, platforms, advertisers, and more. By giving those businesses equal access to easy-to-use big tech and the ability to connect with any provider across the market, SoundStack makes audio creation, delivery, monetization, and analysis simple and effective for everyone. 

Overview:

The Director of Support Operations at SoundStack is responsible for leading and overseeing the Enterprise Support team, ensuring the delivery of exceptional technical support services to our VIP partners. This role is crucial in shaping and executing support strategies that drive customer satisfaction, operational efficiency, and continuous improvement. The Director of Support Operations will mentor and manage a team of Enterprise Support Specialists, ensuring they have the tools, training, and resources needed to succeed.

Core Job Responsibilties

• Technical Support: Provide frontline technical support for SoundStack’s enterprise customers via phone, email, and ticketing systems. Manage and resolve support tickets, ensuring timely resolution and customer satisfaction.

• Escalation Management: Identify, document, and escalate issues to appropriate internal teams when necessary, ensuring quick resolution of complex problems.

• Service Level Agreements (SLAs): Ensure 100% adherence to SLAs for all enterprise-level support requests, maintaining high standards of service and communication.

• Leadership and Management: Lead and mentor the Enterprise Support team, setting clear goals and expectations. Provide ongoing feedback, professional development, and support to ensure high performance and team engagement.

• Support Strategy Development: Develop and implement support strategies that align with SoundStack’s business objectives, ensuring the highest levels of customer satisfaction and retention.

• Operational Oversight: Oversee the support team's day-to-day operations, including ticket management, escalation processes, and SLA adherence. Ensure all support processes are efficient, effective, and scalable.

• Customer Advocacy: Serve as a senior point of contact for VIP partners, advocating for their needs within the company and ensuring their concerns are addressed promptly and effectively.

• Continuous Improvement: Identify areas for process improvement within the support organization. Lead initiatives to enhance service delivery, reduce response times, and increase customer satisfaction.

• Performance Metrics: Establish and monitor key performance indicators (KPIs) for the support team. Regularly review and analyze performance data to drive improvements in service quality and efficiency.

• Cross-Functional Collaboration: Work closely with other departments, including Product, Engineering, Sales, and Marketing, to ensure the support team is equipped to address customer needs and feedback.

• Talent Acquisition: Recruit and onboard new members of the support team, ensuring SoundStack attracts and retains the industry's top talent.

• Technology and Tools: Evaluate and implement support technologies and tools that enhance the team’s capabilities and improve customer outcomes.

• Customer Insights: Leverage customer support data and feedback to provide insights to the broader organization, influencing product development and company strategy.

• Documentation: Maintain and update client documentation, ensuring all processes and interactions are thoroughly documented for transparency and future reference.

• Proactive Monitoring: Monitor the performance of SoundStack’s services for VIP clients, proactively identifying and addressing potential issues before they impact the customer.

• Training and Development: Conduct training sessions for customers on the use of SoundStack’s platform and services, helping them to fully leverage the tools available.

• Weekend and On-Call Support: Participate in a shared rotation for weekend and on-call support, ensuring our VIP partners receive continuous support.

Qualifications

• Proven experience in a leadership role within a technical support or customer success organization, preferably in the audio or media industry.

• Strong leadership skills with the ability to inspire and motivate a team.

• Exceptional problem-solving abilities, with a strategic mindset and a focus on continuous improvement.

• Excellent communication skills, both written and verbal, with the ability to influence at all levels of the organization.

• Experience with support technologies, including ticketing systems, customer relationship management (CRM) software, and data analytics tools.

• Strong understanding of service level agreements (SLAs) and support metrics.

• Ability to manage multiple projects and priorities in a fast-paced environment.

What's in it for you?

• Casual and friendly work environment

• Work remotely from your home

• A competitive compensation package with flexible working arrangements and training opportunities to help you grow and develop your professional skill set

• We're a growing company which values promoting from within

• Work with an inclusive, international/multi-cultural team

If you are a detail-oriented individual with a passion for customer support and you thrive in a dynamic and fast-paced environment, we would love to hear from you. Join our team as the Director of Support Operations and contribute to our growth and success.