Director of Customer Support (Open LMS) US, Remote

At Open LMS, we're passionate about revolutionizing learning experiences through our Open Source Learning Management System. We believe in the power of education and technology to drive change, inspire innovation, and improve lives. As a fully remote company, we've built a dynamic, diverse team that collaborates seamlessly to deliver the best learning solutions to our customers.

Our commitment to innovation, quality, and accessibility defines our work. We're dedicated to providing our team members with the opportunity to thrive in an environment that values creativity, flexibility, and personal growth. If you're ready to join a leading force in the eLearning industry and contribute to the future of education, we invite you to explore our job opportunities. Discover how you can become a part of our journey to shape the future of learning.

About the job

The Director, Customer Support reports directly to the VP of Customer Success and is responsible for managing the day-to-day operations of the Tier 1 Customer Support Team. They will also be responsible for Direct management of the Customer Support personnel, including individual growth, team motivation, performance management, and leadership development.

Responsibilities 

Responsibilities of this role will include but are not limited to the following:

• Process Implementation: Establish and execute processes and systems that support a unified, global queue while considering regional nuances.
• Performance Standards: Define objectives, standards, and performance expectations within the Tier 1 Customer Support team.
• Operational Oversight: Direct the day-to-day operations of Tier 1 Customer Support, providing leadership and guidance to team members.
• Workload Management: Monitor work queues and equitably distribute workloads among team members to ensure that support operations meet productivity and quality benchmarks.
• Interdepartmental Coordination: Facilitate communication between regions and assist in the coordination of activities across multiple departments.
• Performance Analysis: Review and report metrics and engage in capacity planning, presenting insights to the VP of Customer Success. Analyze metrics to identify areas for enhancement.
• Product Feedback: Ensure that valuable product feedback reaches the product team for potential enhancements.
• Resource Coordination: Organize and schedule team resources to ensure comprehensive coverage, including late shifts, on-call responsibilities, and leave approvals.
• Team Engagement: Conduct one-on-one meetings with direct reports and lead recurring team meetings, fostering a collaborative and informed team environment.
• Escalation Point: Act as a point of escalation for customer support issues and serve as a senior-level resource when needed for customer inquiries. Be able to manage customer expectations and negotiate collaborative solutions with clients in difficult situations. 
• Staff Selection and Orientation: Lead the selection process for Tier 1 Customer Support staff and coordinate the orientation of new employees to ensure seamless integration.
• Coaching and Development: Provide guidance and mentorship to direct reports, offer constructive feedback, evaluate professional development, address employee concerns, and conduct employee performance appraisals.
• Efficiency Enhancement: Identify opportunities to adapt support practices to align with the overarching vision of the Customer Experience or to enhance operational efficiency.

Basic Qualifications

If you identify with any of these qualifications, we invite you to apply, as we look forward to the opportunity to connect with you.

• Educational Background: Technical bachelor’s degree (such as Computer Science, Engineering, or Business Information Systems) or equivalent commercial experience.
• Support Management: 5+ years of experience in Customer Support for a software company, including at least 3 years of experience is a leadership role.
• Strong Analytical Skills: Adept at analytical thinking and problem-solving. Demonstrated ability to build and operationalize a metrics-driven model for measuring success in customer support operations.
• Interpersonal Proficiency: Exceptional interpersonal abilities, thriving in collaborative team environments. Skilled at building relationships, conflict resolution, and de-escalation.
• Effective Communication: Exemplary written and verbal communication skills, with a keen emphasis on active listening.
• Language Skills: Proficiency in written and spoken English is essential; multilingual capabilities (Spanish, Portuguese) are advantageous.
• Ticketing Systems: Proficiency with Zendesk Support, Guide, Gather, and Explore or prior experience with other common ticketing systems.
• Ticketing System Administration: Able to design views, business rules, and dashboards to improve the Support Team’s ability to work more easily and efficiently.
• Platform Experience: Hands-on familiarity with Salesforce, AWS, JIRA. 
• ITSM: Understanding of IT Service Management, ITIL, and DevOps processes. 
• Business Acumen: Strong business acumen and skilled at working with international teams.
• Technology Acumen: Solid understanding of SaaS-based delivery architectures and the delivery of hosted software solutions.

Preferred Qualifications 

• EdTech Experience: Prior experience in educational technology is highly regarded and will be considered favorably.
• LMS Expertise: Extensive knowledge and proficiency with Moodle™ from both an Academic and Administrative perspective.