Director of Technical Support, ServiceTitan
$124-178k
+ Annual bonus + Equity
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
$124-178k
+ Annual bonus + Equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- 8-10 years of experience in a high performance customer operations team
- 4+ years of experience managing direct reports and mentoring, coaching and growing
- 4+ years of experience running a high growth, multi-location and multi channel, technical contact center operation. Must have experience with phone, chat and email channels, social media and or communities experience is a plus
- Saas experience preferred
- Expertise in supporting a contact center operations by effectively setting KPIs, developing root cause action plans, delivering a high level of customer and employee satisfaction, and designing processes and leveraging systems for high adoption to achieve our objectives
- Must have experience driving performance metrics to achieve corporate objectives
- Solid understanding of salesforce, and/or other CRM’s, and integrated contact center phone/chat tools, and customer routing within these systems (IVR’s, phone systems)
- Experience with contact center staffing models, with the ability to manage to adherence metrics
- Experience outlining business requirements for system enhancements and reporting requests- tableau experience is highly preferred
- Experience creating leadership development programs to support the career growth of our current and future leaders
- An owner and a driver, you get things done- you thrive in a high change management evolving contact center
- An excellent communicator
- Curiosity, rigorous thinking, and a strategic mindset
- Can challenge the status quo with the goal of bringing in new innovative ideas and improving upon programs and processes
What the job involves
- The Director of Technical Support will lead the day to day operations for our US Technical Support contact center operations with the ServiceTitan Customer Success (CS) team
- This role will be based in North America, and supports our LA, Atlanta, SLC support centers
- This role is focused on driving the daily execution and evolution of ServiceTitan’s Technical Support mission in delivering our customers the high level of support they deserve
- The role reports to VP, Global Customer Support and works cross-functionally with key business relationships product/engineering, IT, recruiting, HR, WFM, QA, training and enablement and other customer success operations teams to drive effective, efficient and scalable customer adoption, retention and expansion
- Your primary responsibilities include staffing, staffing adherence, establishing and achieving key operational metrics including budget attainment, establishing and managing action plans, developing policies and processes to support the daily operation of a high growth operation, developing leaders, delivering a high customer satisfaction as well as high employee satisfaction
- Serve as a trusted leaders within the Technical Support leadership by defining, tracking, and implementing business objectives, initiatives, strategies, tactics, and processes that scale
- Responsible to lead daily operations for all North America Technical Support
- Establish operational game plans and policies to scale our support team
- Lead aspects of and assist in the development of management and executive CS performance reporting and insights
- Consult, direct and assist on the design of coverage models, process and playbook design, data management and reporting
- Drive priorities, strategy and direction for the system workflows, policies and data needed to support the Technical Support organization
- Develop deep expertise and influence on the key systems and data-flows, including SFDC and Talk Desk, as well as other tools such as WFM, knowledge tools, IVR’s, QA, Tableau
- Create and nurture a feedback loop with Product, Engineering, Sales/Marketing
- Develop and support the Technical Support org’s collaboration with other ServiceTitan teams including Onboarding, Customer Success, Product, Finance and IT, Revenue Ops/Data Analytics
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
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