Director of Customer Services, Carbyne
$150-180k
+ Equity (stock options)
More information about location
3 days a week in office
Emergency communication response platform
Be an early applicant
Emergency communication response platform
101-200 employees
Be an early applicant
$150-180k
+ Equity (stock options)
More information about location
3 days a week in office
101-200 employees
Company mission
Carbyne's mission is to save lives and create safer communities by reinventing how emergency services communicate with themselves, citizens, first responders, and the state.
Role
Who you are
- If you’re a proactive, results-oriented leader with a strong technical background and a passion for solving complex challenges, this role is for you
- Experience: 9+ years in customer support or technical operations, with at least 5 years in a senior SaaS leadership role, managing global teams and achieving impactful results
- Technical Proficiency: Must have - extensive hands-on expertise in SaaS, cloud computing (AWS), network services, contact center technologies, and advanced monitoring tools
- Leadership: Proven ability to lead and mentor global teams, foster a collaborative, high-performing culture, and develop a talent pipeline for long-term success
- Customer-Centric Strategy: Successfully align operations with customer needs by developing SLAs, KPIs, and proactive monitoring systems to exceed expectations
- Problem Solving: Strong analytical skills and a hands-on approach to resolving complex challenges, leading crisis responses, and ensuring rapid resolutions
- Strategic Thinking: Expertise in crafting and executing long-term support strategies, leveraging data insights to identify trends, forecast needs, and drive operational improvements
- Global Collaboration: Skilled in managing distributed teams across regions and time zones, ensuring 24/7 operations and alignment with organizational goals through cross-functional partnerships
- Innovation: Demonstrated success in driving change through AI-driven solutions, predictive analytics, and adoption of advanced systems to enhance customer support processes
- Customer Advocacy: Effectively represents the customer’s voice in product development and strategic planning, driving customer-centric outcomes and operational excellence
- Travel: Ability and willingness to travel up to 25% as required
What the job involves
- We seek an innovative Director of Customer Services to join our mission-driven team and spearhead efforts to elevate Carbyne’s customer experience to new heights
- In this role, you will oversee a diverse global team, develop cutting-edge support strategies, and ensure seamless service delivery for public safety agencies relying on Carbyne’s technologies
- Technical Leadership- Guide and mentor a global customer support team, offering strategic direction and hands-on technical expertise to boost performance and achieve key performance indicators (KPIs)
- Strategic Planning- Develop and execute scalable roadmaps to meet customer and business goals, focusing on innovation, efficiency, and long-term growth
- KPI and Goals Management - Define, track, and optimize key performance indicators (KPIs) and departmental goals to ensure alignment with business objectives and drive measurable success
- Process Optimization- Architect and implement advanced support methodologies and technologies to enhance customer satisfaction (CSAT/NPS), reduce resolution times, and improve team productivity
- Cross-Functional Alignment- Drive collaboration with R&D, Network Operations Center (NOC), and product teams to resolve complex issues and ensure seamless solutions
- Data-Driven Insights- Leverage analytics to identify trends, optimize performance, and provide actionable recommendations to senior leadership
- Service Reliability- Define and uphold rigorous SLAs, ensuring reliability and exceeding service expectations through proactive strategies
- Crisis Management- Act as a key escalation point for critical issues, applying deep technical expertise to resolve high-priority challenges effectively
- Customer Advocacy- Champion the customer’s voice in organizational strategy and product development, driving a customer-centric approach
- Innovation- Lead the adoption of AI-driven tools and proactive monitoring solutions to anticipate and prevent customer issues, positioning support as a strategic advantage
Our take
Carbyne aims to create live and transparent emergency communication channels between citizens, emergency call centers, first responders, and the state. The idea of Carbyne is to create increased efficiency in emergency management. To achieve this goal, Carbyne has developed a unified platform for communication, delivering advanced IP-enabled communication features and caller solutions.
The value of Carbyne has been acknowledged by the investment community, with the company having raised in excess of $120 million from external funding. Founders Fund, Elsted Capital Partners, FinTLV and Kraft Group have been among the investors in Carbyne.
Competitors in Carbyne’s market includes RapidSOS, Rave, LiveSafe, Pocketstop LLC, Alertus, and ePACT. The company has been focused on securing new partnerships, most recently with the American network AT&T, and working on more capabilities to further its growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Sep 2022
$56m
SERIES C
Jun 2021
$20m
SERIES B
Total funding: $136.9m
Company benefits
- Remote + Hybrid Work Environment
- Health Insurance
- 401k Matching (4% Of Your Salary)
- Generous Meal Plan
- Home Office Budget
- Cell Phone & Internet Plan Reimbursement
- Options Agreement
- Free UDemy Courses
Company values
- Excellence
- Responsiveness
- Simplicity
- Warmth
- Reliability
- Tech Forward, to Keep People First
Company HQ
NoMad, New York, NY
Articles
Leadership
Amir Elichai
(Chairman & CEO)Spent over 9 years in the Israeli Special Forces and Ministry of Defense, before founding Sky Projects Holdings in 2010. Founded Carbyne in January 2014, serving as CEO and additionally as Chairman since 2020.
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