Director, Customer Support

Bloomerang combines the best tools, resources, and people to provide a world-class experience for tens of thousands of nonprofits, allowing them to raise more money and do more good in the world. Our powerful software and stellar customer service have made us one of the highest rated fundraising/donor CRM on the market.

In addition to creating thriving nonprofits, we’re also in the business of creating thriving employees. At Bloomerang, you’ll be a part of a mission-driven culture built on the core values of Empathy, Unity, and Transparency. We know the key to our success is our people, and we’re proud to be home to some of the most innovative and skilled employees in the workforce today.

The Role

The Director of Customer Support will build, lead, and inspire our team of Customer Support professionals. They will help us take the team to new heights and develop the processes and structure that will enable us to continue to scale.

What You Will Do

• Deliver an enterprise class technical support services via phone, chat and e-support to end user customers on a global basis
• Deliver a differentiated and consistent support experience across a multi-tier support framework 
• Define and drive customer satisfaction programs that directly impact customer loyalty
• Drive a transformational technical support strategy to deliver a world class proactive, predictive customer support experience
• Define and deliver an on-line support experience that provides competitive differentiation   
• Own the overall customer support experience program; measure, monitor, and report overall customer support satisfaction and drive programs to assure continuous improvement
• Create a support experience delivering a differentiated competitive advantage and value to our customers
• Lead and develop a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute our business strategies and maintain the highest level of customer service
• Develop operations-related plans, budgets, policies and procedures to achieve the organization’s customer satisfaction and responsiveness objectives
• Establish an environment that promotes excellence, communications, teamwork, sense of urgency and efficiency
• Identify transformative opportunities in the areas of organizational design, business policy, processes, and procedures that will result in improved customer experience, new market opportunities, operational efficiencies and cost savings
• Ensure technical support teams are prepared with the proper education, training, tools, process and procedures to efficiently deliver a world class customer support experience   
• Management of quarterly business plans to include past operational and financial performance, organization, forward-looking strategy and execution plan that will include monthly, quarterly and annual metrics with the ability to apply judgment and trending analysis in an effort to accurately predict performance
• Recruit, hire, train and provide leadership and management of a high-performance team of operational and technical support resources 

What You Need to Succeed

• At least 5 years of experience leading a customer service/support team in a fast-paced, high-growth environment..
• You lead by example and are never afraid to roll up your sleeves and do the work with your team.
• Experience with Salesforce Service Cloud or similar customer care platforms for service tickets, chat, phone and knowledge base.
• Outstanding communication skills, organizational skills, attention to detail, and the ability to balance multiple tasks and projects simultaneously, with an eye for prioritization.
• A passion or interest for the NPO space in which we live. 

Benefits

Health + Wellness
You’ll have access to generous health, vision, and dental insurance options, as well as a free subscription to Bright, a wellness platform that offers live and on-demand fitness, meditation, mindfulness, and nutrition classes.

Time Off

You’ll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer Days, 12 paid holidays, as well as paid parental leave.

401k

You’ll receive a 401k match to help invest in your future.

Equipment
Everything you need to be successful, shipped right to your door.

Compensation

The salary range for this position is: $79,500 - $108,000. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws.

Location

This is a permanent, full-time, fully remote position. Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time. 

Accommodations

Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application.

Bloomerang is an Equal Opportunity Employer. Individuals seeking employment at Bloomerang are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.