Director of Customer Happiness

At Wistia, we strive to find simple, delightful solutions to complicated problems. We build fun relationships with our customers, who span marketing, sales, support, video production, and HR teams in companies of all shapes and sizes. For us, success is helping customers be even more amazing at their jobs than they were before they talked to us.
We believe that the experience our customers have with us is a key differentiator in the market. Whether that’s talking to a sales person, working with the product, or engaging with one of our support specialists - we take an “expert - but everyday, human approach” to the way we engage with our customers.
As Director of Customer Support you will be responsible for crafting a culture of delighting our customers and driving exceptional customer experience through customer-centric thinking that will positively impact our Customer Satisfaction and Net Promoter Scores. We are looking for a leader who can help us shift from focusing on traditional call center metrics to delighting customers by solving their problems while leading with our “expert by everyday” human brand.
Reporting to the VP of Customer Success, you will lead the delivery of all aspects of our Customer Support team in an omni channel environment (i.e. chat, email, etc) including the development of people, managing their performance and ensuring that the conditions for success are in place. This also includes delivering the right outcome for our customers, upholding the Wistia brand, providing a positive employee experience and maximizing revenue while managing costs.
Key Responsibilities

• Develop a high-performing team by building a customer-centric culture, defining talent needs, building a diverse team and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things and supported in working together to solve problems
• Lead the scaling of the team in a high-growth environment; this includes managing the team’s change resilience and minimizing performance impacts that can be associated with change
• Accountable for the day-to-day operations and performance of our Customer Support teams including the qualitative and quantitative targets to improve overall customer experience and productivity across the team
• Consistently improve the Customer Experience across our key channels and product by using insights on CSAT, product feedback, support trends and other identified metrics
• Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals
• Use strong presentation and communication skills to report findings and recommendations to leadership and cross-functional leadership teams
• Keep ahead of industry developments and apply best practices to areas of improvement
• Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams are motivated and engaged to deliver a best-in-class differentiated customer experience
• Identify and drive improvements in our support tooling to facilitate improved customer experience and productivity

Qualifications

• 6+ years experience within a management or leadership position and preferably will have previous experience working in the Martech space or other SaaS related spaces
• Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions
• Proven track record of delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Ability to build out a support headcount model that makes sense for our company strategy and financial modeling that also pushes for increased productivity
• Forward thinking approach with the ability to problem-solve sophisticated issues to drive shared goals and outcomes across internal teams
• Demonstrates partnership, relationship-building and driving to mutual understanding at all levels of an organization
• Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists
• Experience implementing various levels of support to create a great customer experience in a cost effective way
• Maintains composure and acts as a role model to the team when presented with barriers or when results were not as expected
• Strong customer empathy and service level focus

Working at Wistia

We try to ensure Wistia is an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. We're proud to be an equal opportunity workplace. We care a lot, so our benefits are actually benefits, not just the fun stuff like swag and snacks in the office (though we also have lots of those too!).
We know the biggest investment we can make is in our employees, so we provide:

• A great compensation package
• 401k with 3% company contribution, regardless of whether you contribute
• Profit Sharing
• Stock Options
• Flexible hours
• Fully paid healthcare coverage for you and your family (including vision & dental) and a healthcare FSA
• Up to 16 weeks paid family leave
• Unlimited & untracked vacation and sick leave
• Personal budget for learning & development
• Transportation subsidies

Location/Remote Opportunities

We have a beautiful office in Cambridge, MA, but we are a hybrid workplace. For this role however, our amazing high potential support team is Boston based, so we will prioritize local applicants or those willing to relocate for this opportunity.