Director of Support, Level Home
Invisible smart locks
Job no longer available
Invisible smart locks
101-200 employees
Job no longer available
101-200 employees
Company mission
To put people before technology and home before smart.
Role
Who you are
- 8-10 years of experience in a Support or related function for software platforms or technical product suites, including 5+ years of people management. Experience w/ B2B2C or B2C models is a plus
- Strong analytical problem solving skills, and demonstrated ability to collaborate well with engineering teams
- Leadership skills, including a demonstrated ability to create and execute against a strategic vision and develop a high performing team of Support professionals
- Comfortable working in a startup environment, have the ability to deal with ambiguity and create structure from the ground up
- Experience with on-site support scenarios and support of IoT devices and software platforms is a plus
- Experience managing support engineers, and an ability to decipher and troubleshoot technical issues
- Experience with outsourced support vendors, preferably with an international footprint providing Support to US based customers
- Strong desire to lead a high impact role, do the work to build a high performing Support team and contribute to our company values of Quality, Growth, Team, and Care
- Team player with a collaborative mindset and the ability to work effectively with cross-functional teams
- Can travel for business purposes up to 15% of the year
What the job involves
- Level provides product and customer support to staff and residents of multi-family residential communities.
- Support is provided to residents via remote troubleshooting for software support, as well as on site visits from our pool of professional technicians for hardware related support.
- The Director of Support provides strategic and operational leadership of all aspects of the Support department, including Tier 1 - 3 agents and support engineers.
- This role will provide hands-on leadership in coaching, process and system design, and workflow design in order to provide high quality support to our consumer and business customers.
- This leader will create a high performing Support team that provides fast response and resolution times, as well as excellent customer satisfaction scores.
- This position reports into the Vice President of Operations and Customer Success.
- This is a new position and represents an exciting opportunity to build robust processes, systems, and standards that will help enable Level’s business growth and scale over the coming years
- Provide daily leadership of the Support team function, getting hands-on when needed to help resolve troublesome cases, and proactively manage Support outcomes and metrics
- Design, improve, and manage Support workflows and playbooks, ensuring that cases are managed in a timely and effective manner from start to resolution
- Lead the team of managers, Tier 1 - 3 support agents, and support engineers, coaching them to improve their skills and capabilities while developing their careers
- Encourage the build-out of a robust internal knowledge base to improve support outcomes
- Evaluate existing systems and processes to produce a roadmap for improvement and development of modern, automated, and self-serve support capabilities and standards
- Create and manage cross-group standards for managing production incidents, involving strong collaboration with Engineering and DevOps, and providing high quality communications to Operations, Customer Success, Sales and our customers
- Leveraging knowledge from customer experiences, take initiative to influence the product roadmap to prevent issues from occurring and improve the overall customer experience
- Manage the support budget and resources, optimizing costs while providing high service quality
Our take
Level Home sets out to make home security easier than ever before with its multi-mode smart locks. It offering boasts two main selling points - the versatility of its use cases, and elegance of design.
The product certainly is versatile, and can be operated by key, touch, code, voice and app. Locks can be set to open and close at specific times, or you can send people one-off unlocks via the app. The products have been lauded for the design, too, with multiple award wins and gaining frequent comparisons to Apple.
The digital home security market is developing quickly, which gives Level Home plenty of growing room. It will, however, have to compete with legacy players like Yale who are modernising their offerings to adapt. That said, Level Home is steps ahead, has raised impressive funds and made strategic integrations - so the future bodes well for this company.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (2 rounds)
Nov 2021
$100m
SERIES C
Oct 2019
$71m
EARLY VC
Total funding: $171m
Company HQ
Centennial, Redwood City, CA
Leadership
Ken Goto
(Co-Founder & CTO)Former Product Unit Manger at Microsoft, Director of Product Development at Starbucks, Senior Director of Engineering at Apple, and Co-founder and CTO of Tripshare.
John Martin
(Co-Founder & CEO)Previously worked as Group Program Manager at NASA, Project unit Manager at Microsoft, Senior VP of Product at Loudeye, and VP of Digital Music at Starbucks.
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