Senior Director of Global Customer Support, Rokt
$280-370k
OTE
$215-262.5k
BASE
Target total compensation range includes base salary, an employee equity plan grant, and other benefits
3+ days a week in office
eCommerce technology & software solutions
Be an early applicant
eCommerce technology & software solutions
501-1000 employees
Be an early applicant
$280-370k
OTE
$215-262.5k
BASE
Target total compensation range includes base salary, an employee equity plan grant, and other benefits
3+ days a week in office
501-1000 employees
Company mission
To make eCommerce smarter, faster, and better.
Role
Who you are
- 10+ years of technical experience in enterprise software or SaaS support
- 5+ years in leadership roles
- Proven track record of building and leading high-performing technical support teams
- Demonstrated success managing globally distributed teams across multiple time zones and regions
- Experience developing and implementing career frameworks and competency models
- Proven ability to drive improvements in key metrics such as CSAT and TTR
- Strong capability to influence and build collaborative relationships with teams across Engineering, Product, Customer Success and other functional areas
- Track record of successful cross-functional initiatives and organizational alignment
- Experience with Object-Oriented Programming languages (Swift, Java, Ruby, Python), SQL or APIs
- Excellence in written and verbal communication with both technical and non-technical audiences
- Demonstrated success in enterprise customer relationship management
What the job involves
- We are seeking an experienced Sr. Director of Global Customer Support to lead and evolve our global Technical Services organization to meet the sophisticated needs of our enterprise customers
- This role combines strategic leadership with hands-on technical expertise to drive customer support success and team excellence in a fast-paced, evolving environment
- As we continue to expand our enterprise customer base, you will be instrumental in scaling and maturing our support capabilities to deliver world class support and technical services
- Build, mentor and inspire a high-performing, dispersed, team of Technical Services Engineers
- Own and optimize core support processes including ticket management, incident response and escalation procedures
- Establish and monitor performance metrics across all team levels with focus on CSAT and TTR improvements
- Create data-driven feedback loops to continuously improve team performance and service delivery
- Design and implement enterprise-grade support processes and service delivery models
- Develop specialized support tiers and programs for strategic enterprise accounts
- Create scalable frameworks for handling complex, multi-stakeholder technical challenges
- Act as senior escalation manager for critical customer issues
- Collaborate with Sales, Customer Success, Professional Services, Product and Engineering teams to ensure alignment on customer outcomes
- Partner with senior leadership to develop and execute the Technical Services team vision, mission and strategy
- Lead cross-functional initiatives to improve the customer experience and team efficiency
Our take
eCommerce marketing company Rokt is helping brands leverage the power of good timing. With Rokt, brands can present their customers with AI-curated offers and messages at every stage in their transaction, at tailored times of the day, or to market themselves at the point of transaction on other major eCommerce sites.
The idea is that “transaction moments” are when shoppers are most inclined to engage further with the brand or its products - the success of Rokt’s clients, and the runaway success of Rokt itself, show that it's successfully cracked it.
Rokt has a strong client base that includes giants like Groupon, GoDaddy, and Disney, and after hitting Unicorn status, it is eyeing up a US IPO. This should come as no surprise - the surge in eCommerce trade over recent years has led to most companies investing in tools to stay competitive.
Rokt has expanded its tool suite since it first started up, and will be focused on continuing to innovate to keep ahead of the MarTech pack, and abreast of changing demand in the rapidly shifting market. The eCommerce marketing tech sector has ballooned to a $120B global operation - Rokt is positioned comfortably to keep ahead.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2021
$325m
SERIES E
Oct 2020
$80m
SERIES D
Total funding: $485.8m
Company benefits
- Interest groups, sports clubs, and social events
- Global training events & online training courses
- Stock options
- Global all-staff events in amazing locations (Phuket, Thailand in January 2020)
- Generous relocation packages
- Generous time off
- Parental leave
- Mental health and wellness days
- Paid Sabbatical for employees who have been with us 3 years or more
- £55 per month social/wellness allowance, 6 sessions with a licensed therapist, 6 coaching sessions and other mental health perks
- Gym membership
- Premium health insurance
- £25 per month telephone allowance
Company values
- Smart with humility
- Customer obsessed
- Conquer new frontiers
- Enjoy the ride
Company HQ
Hudson Square, New York, NY
Articles
Leadership
Bruce Buchanan
(CEO)Previously a Principal at Boston Consulting Group, before serving as Chief Commercial Officer, then Group Chief Executive Officer at Jetstar Airways.
Justin Viles
(Advisor)Previously worked on strategic partnerships in the APAC region for Google, before moving on to co-found and serve as CEO at Rocklive.
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