Customer Support Director

Customer Support Director

Location: Sofia, Bulgaria; Chicago, USA

Occupancy: 100%

Curious about the future of event marketing?

SpotMe is the enterprise event platform to manage engaging events that help accelerate customer relationships at scale. Trusted by 12,000+ global Fortune 500 business leaders and loved by 10,000,000+ users, brands like J&J, Deloitte, and Red Hat use SpotMe to manage hybrid, virtual, and in-person events with a branded, personalized and compliant experience and get deep data insights that flow into their CRM.
Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels great pride in the work they do, a team that cares for each other, and a team that is always ready for the next challenge.

Mission:

• Lead and grow our Customer Support team ensuring the best-in-class customer experience for our digital experience and virtual events SaaS platform. Our Customer Support Team is located in the USA and Bulgaria operating in a follow the sun 24/7 model.
• Report to the Chief Operating Officer.

Responsibilities:

• Grow, manage, and maintain a high-performing team of Customer Support Specialists (CSS) through effective hiring, leadership, and coaching.
• Ensure best-in-class 24/7 support and a high level of customer satisfaction.
• Ensure that the customer support requests are treated according to the SLAs and escalated accordingly to the Product & Engineering team when necessary.
• Create and evolve reporting metrics for internal SLA and Customer satisfaction
• Build a strong trusting relationship with Product & Engineering as well as other teams.
• Manage the performance and professional growth of team members.
• Step in to deal with difficult and important issues that affect customers. 

Working time:

• You will be required to work flexible work hours, organize as you see fit but being available at least 3 hours per day when the US and Europe shifts overlap.
• You will be responsible for urgent critical issue escalation coordination between 8 am to 11 pm CET, Monday - Sunday (at the moment the critical issue escalations are less than 2 per month).

Requirements:

• 5+ years experience managing, leading, and developing a team to support an Enterprise SaaS platform. 
• Located within 100 km distance of our offices (Sofia or Chicago) 
• Previous experience in leading teams located in different time zones is an advantage.
• Fluency in English, both written and spoken.
• Tech-savviness and interest in next-generation customer experience technology and products.
• Expert in using incident management platforms (Jira), CRM systems, and web chat solutions (Intercom). 
• Proven leadership and interpersonal skills with the ability to successfully coach, lead and develop a team.
• Proven effectiveness with difficult customer situations and expectation management.
• Ability to keep up with a fast-paced high-energy environment.

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.