Director of Customer Support, Sweep

• Demonstrated ability to build, manage, and scale Customer Support teams, preferably in a SaaS or technology environment
• Experience implementing global support strategies, including follow-the-sun models
• Strong knowledge of customer support platforms (e.g., Intercom) and the ability to track performance metrics (e.g., CSAT, NPS, and resolution time)
• Proven ability to work effectively with Product, Engineering, and Customer Success teams
• Comfortable analyzing data to drive decision-making and improve performance
• Experience identifying bottlenecks and introducing new tools or workflows to optimize efficiency
• Familiarity with creating onboarding programs, learning milestones, and ongoing training plans
• Strong leadership skills, with the ability to bring people together, maintain perspective, and stay calm in complex situations
• Strong interpersonal and communication skills, fostering collaboration with all stakeholders
• Excellent listening skills, capable of addressing both customer issues and internal team concerns effectively
• Proactive attitude with a willingness to challenge and improve processes
• Ability to manage stress, maintain a positive attitude, and demonstrate a proactive, problem-solving approach

Desirable

• Sweep is hiring a Director of Customer Support to scale our Customer Support practice as we continue to grow
• The Customer Support team ensures that our clients and partners have the best possible experience of Sweep, one that is both efficient and enjoyable, while receiving reliable, fast, and high-quality resolutions to their questions
• Currently composed of Customer Support Specialists, the team will expand to include Tech Writers and Educational Content Creators
• This growth will enable us to complete our Help Center with learning materials and provide ongoing support that ensures our users’ success throughout their journey with us
• As Director of Customer Support, you will organize and scale the Customer Support team to meet Sweep’s evolving needs and build long-term relationships with customers and partners
• You will sit within the Product Department, reporting directly to the VP of Product
• Hire, structure, and expand the Customer Support team to meet growth objectives
• Implement a seamless, 24/7 global support across all geographies
• Track key metrics (e.g. ticket resolution time, customer satisfaction, and team engagement) to maintain service excellence
• Work closely with our Product Management, Engineering, and Customer Impact teams to optimize workflows and align support efforts with company goals
• Gather, analyze, and communicate feedback from customers to relevant stakeholders to inform product and service improvements
• Identify and address process inefficiencies and repetitive tasks allowing us to continuously improve, also by leveraging the latest tools and technologies
• Define clear onboarding flows with learning milestones to set new hires up for success
• Create product and technical training plans to support the ongoing skill development and engagement of the team