Director of Customer Support

About Canopy

Canopy is a fast-growing SaaS startup in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

We are hiring a Director of Customer Experience. Our customers and our employees mean the world to us at Canopy, and we’re looking for someone who will help refine processes and procedures while coaching and mentoring a world-class team. 

This position is remote, but the ideal candidate is Utah-based. 

What you’ll do:

• Ensure consistency of process and customer support experience by keeping up to speed on key support KPI’s and ticket QA
• Facilitate the internal quality assurance program either directly or through delegation of responsibilities
• Regularly organize customer feedback for discussion with your manager and other stakeholders at Canopy
• Assist with interviewing, hiring, onboarding, and training of new support/CX hires (and seasonal coverage, eg, SDR’s/ADM’s)
• Manage the scheduling and coverage for the support team, as well as approving PTO and ensuring the team does not become understaffed during business or extended operating hours
• Be a point of escalation for your team to help de-escalate tricky situations by using your empathy, product knowledge, & proactive problem-solving skills
• Be a product & industry expert at all times by staying on top of product development, competition, and industry benchmarks & happenings 
• Be able to provide on-the-fly technical troubleshooting or basic configuration services while the customer is live & engaged on chats & calls
• Use professional judgment to escalate risk accounts at first signs of the risk and work collaboratively to mitigate retention risk as much as possible
• Go above and beyond to serve our customers and your team, provide a world-class customer experience, and be a shining, standard-setting example of what it means to be a “Canopian” 

Your skills include: 

• Owner, craving responsibility and accountability to the role's above description
• Self-starter, with the ability to drive your own productivity
• Positive outlook, with the ability to maintain a hungry and enthusiastic approach in a complex and challenging, open-ended environment 
• Organizational skills, creativity, curiosity, and a solution-oriented focus are a must
• Stoked at the prospect of developing the processes and systems for a world-class support organization
• Passionate about helping your team be successful in their roles and facilitating an exciting career path for them
• Excellent written and verbal communication skills in the English language

Other Preferred Skills: 

• 2-3 years in a support leadership position, in SaaS
• Data and analytical skills to build custom support reports and insights 
• Managed a support organization of 20+ employees

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Benefits and Perks:

• Flexible PTO you’re actually encouraged to use
• Great medical, dental, and vision benefits
• 401(k) match
• Equity
• 12 weeks paid maternity and 2 weeks paternity leave
• Life insurance, long and short-term disability coverage
• Fully-stocked kitchen (Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered) 
• Employee improvement budget to use however you see fit (e.g. books, courses, other improve-y stuff)
• Home office budget