• Director, Customer Support

    Job Locations US-NJ-Holmdel
    Posted Date 2 weeks ago(5/10/2018 2:25 PM)
    # of Openings
  • Overview

    We are looking for a smart, hard-working, motivated individual to lead the Customer Support aspects of our business.  We view Support as a cornerstone of our five year plan, going beyond metrics and process to focus on doing the right thing for our clients.  This is a key position tasked with defining and executing a best-in-class customer experience.


    Customer Support is comprised of Customer Support Tiers 1 & 2, Premier and Technical Support, mainly providing support for our principal product, PestPac and our emerging products of WorkWave Service, Marketing and more.



    • Implement the strategy of our Customer Support, Satisfaction and Service Level Agreement (SLAs) initiatives.
    • Drive staff engagement by providing professional development and guidance to all levels of the support team.
    • Act as the Voice of the Customer across the organization.
    • Identifying and providing feedback through 1:1s, effective use of personal development plans and of coaching & development opportunities.
    • Work closely with Product Development Team to identify opportunities for future product functionality and provide insight on customer experience as it pertains to roadmapping.
    • Drive efficiency with Product Management and Engineering teams in order to provide efficient resolution for customers’ requests.
    • Manage resource allocation, ensuring enduring processes are established as the organization scales to support an increasing global product footprint.
    • Oversee and refining processes within Salesforce to create efficiencies and cross departmental communication.
    • Partner with Customer Success to optimize existing client profitability through business planning and collaboration and deliver increased revenue streams.


    Key Initiatives include:

    • Define processes and KPIs, and ensuring process adherence.
    • Self-support infrastructure to allow support plan tiers and the appropriate structure to support customers based on need and importance.
    • Scale and define support by customer segment.
    • Align SLA’s with Product, Sales and Marketing to ensure we measure and deliver on best in class support commitments and resolution times.


    You must have a minimum of a Bachelor’s degree and at least 7 years of senior experience in customer service management.  More specifically, we’d like to see evidence that you:


    • Extensive experience of managing operational customer service teams.
    • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
    • Experience driving SaaS Service teams through high growth.  
    • Have a solid grasp of customer service and some experience developing client relationships, working with clients directly to find solutions.
    • Possess a "big picture" perspective of customer service, and its impact on revenue, retention, marketing, and our client’s success.
    • Able to interpret business intelligence reporting and develop strategy and make recommendations.
    • Demonstrate excellent presentation and communication skills with particular ability to adapt to your audience (client, vendor, team member), knowing how to blend compassion, respect and authority.
    • Ability to manage influence through persuasion, negotiation, and consensus building.
    • Demonstrated desire for continuous learning and improvement.

    We value people who are smart, passionate and get things done.  Fit is the most important criteria for us when hiring. We can always find “good technicians” but finding “good technicians” who can succeed in our environment is absolutely critical. So, when we say “fit,” what does that mean to us? To “fit” at WorkWave you must be:


    • Intellectually Curious and Passionate: You love figuring out what the problem is and finding a way to fix it. You enjoy coming to work each day and have a positive energy that the organization can see and feel.
    • Empathetic and Respectful: You truly appreciate others perspectives. You put yourself in others shoes and go out of your way to ensure that all perspectives are heard and understood before decisions are taken.
    • Team Player: You’re willing to jump in and help whenever and wherever needed by the team. Your goal is to find ways to provide value rather than call attention to your individual performance.
    • Analytical: You use data as a guide in your decision-making. You’re able to understand what data is needed, to parse that data in ways that provide key insights and summarize it for the team so that it can be used to drive the intended decisions.
    • Get Things Done: Once you’ve determined the key elements of the problem, you solve it and figure out how to most effectively put that solution in place. You’re not afraid to roll up your sleeves, take responsibility and make things happen as an individual contributor but also know how to drive your team to do the same. Once you start them, you like to finish things, not just “checking the box” but making sure that they get done and done right.
    • Willing to Make Mistakes and Intellectually Honest When You Do: You are not afraid to make mistakes and, when you do, you admit them, learn from them and ensure they don’t get repeated in the future. Placing blame and spending time pointing fingers is not part of your DNA…learning enough to make sure we don’t repeat the mistake is.


    Why work for WorkWave?


    Voted one of the Best Places to Work in New Jersey, WorkWave is unique in that it has a large, established base of loyal customers but also has enormous growth opportunities in multiple areas.  We are transforming the field service industry, one customer at a time, by building intuitive, best in class cloud-based software, mobile apps and high-value services that solve key pain points our customers face every day, allowing them to save money, save time and improve customer service levels, all at the same time.  To do this, we focus on 3 simple things: (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.


    Work here...Wave hello to a job you’ll love! This position is based at our home office in the historic Bell Works complex located in Holmdel Township, New Jersey.


    We offer a robust benefits package, including health and dental, paid time off, a 401k with company match and a great environment filled with energetic, fun, team oriented people.  Most importantly, at WorkWave, there IS such a thing as free lunch. By bringing in lunch from local businesses Monday through Thursday for our entire NJ staff, we support local business and offer a great perk, all at the same time. On Fridays, we encourage employees to take advantage of the hour lunch break away from their desks and explore what the Bell Works “Metro-Burb” has to offer!



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