Director of Customer Support, LinkSquares
More information about location
2 days a week in office
AI-powered contract platform
Open for applications
AI-powered contract platform
201-500 employees
Open for applications
More information about location
2 days a week in office
201-500 employees
Company mission
To use AI to automate a time-intensive process of writing and analysing legal contracts, saving legal teams time and enabling deals to be closed faster.
Role
Who you are
- 7+ years of experience in customer support or a related field, with at least 3 years in a leadership role
- Proven ability to manage, motivate, and develop small teams in a SaaS or technology-focused environment
- Strong knowledge of customer support tools and ticketing systems (we use Zendesk)
- Excellent communication, interpersonal, and problem-solving skills
- Strong organizational and time management abilities, with the ability to handle multiple priorities
- Previous experience scaling a support function in a fast-paced, high-growth company environment
- Customer-centric mindset with a passion for delivering exceptional service
- Analytical skills to track support trends and suggest areas for process improvement
- Familiarity with SaaS platforms and subscription-based business models
- Required to be in the office at least twice a week on Tuesday, Wednesday, and/or Thursday, unless approved otherwise
What the job involves
- As Director, Customer Support, you will play a key leadership role in ensuring our customers have exceptional experiences with our product
- You will oversee and mentor a small but dedicated support team, managing day-to-day operations while driving improvements in process, efficiency, and customer satisfaction
- You will work closely with cross-functional teams (Product, Engineering, Customer Success, Services, Sales) to ensure seamless customer interactions, product feedback loops, and overall operational excellence
- This is a role for someone with a can-do attitude with a desire to learn and grow as they scale a best in class customer support function
- Lead, mentor, and manage a small team of customer support professionals, ensuring high levels of performance, engagement, and development
- Oversee the daily support operations, including ticket management, escalations, and team workload distribution
- Develop and refine support processes, ensuring the team can deliver prompt, empathetic, and effective resolutions
- Act as an escalation point for complex customer issues and collaborate with technical teams to drive resolution
- Establish key performance indicators (KPIs) to track team success, customer satisfaction, and overall service quality; use them to identify areas for improvement
- Collaborate with the Product and Engineering teams to provide customer feedback and help shape product roadmaps
- Continuously identify opportunities to optimize and automate support workflows for efficiency and scalability
- Maintain a deep understanding of our product and technology to offer guidance and training to the support team
- Report on team performance and customer satisfaction to senior leadership, providing actionable insights for improvement
- Develop and execute a global support strategy, ensuring comprehensive customer support coverage across multiple time zones and geographies
Our take
Legal teams for large companies often lack the same sophisticated business intelligence and analytics tools that are common in finance and sales departments, relying instead on manual processes and spreadsheets. As such, nearly a third of legal departments around the world are increasing spending on technology.
LinkSquares is a company that may benefit from this increased spending, with its contract management and analytics tool for legal teams. The platform reads, analyzes, and extracts structured data from contracts, which allows legal teams to uncover insights and close deals quicker. LinkSquares has processed millions of documents for 700 companies, including brands like Fitbit, Wayfair, Twilio, Cogito, and TGI Fridays.
The company is far from alone in a growing contract creation and management tool market, with rivals including DocuSign, Concord, Icertis, and Evisort. However, LinkSquares has enjoyed rapid growth and is nearing unicorn status and keeps pace with industry trends, in 2024 announcing a Generative AI strategy which will be implemented across its entire product suite.
Steph
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$100m
SERIES C
Mar 2022
$100m
LATE VC
Total funding: $263.7m
Company benefits
- Stock options
- Medical and dental plans with flex spending and dependent care
- Matching 401k plan
- Unlimited vacation
Company HQ
Government Center, Boston, MA
Leadership
Vishal Sunak
(CEO)After working as a Software Engineer for Textron Systems and Raytheon, Vishal became the Lead Program Engineering Manager for BAE Sytems, Inc. They have worked as the Director of Operations for Backupify, and Director of Sales Operations at InsightSquared, both focusing on data analytics.
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