Director of Platform Experience

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. MNTN is the fastest-growing company in streaming, and we pride ourselves on our self-service AdTech platform, which provides performance marketers with the tools to realize the highest return on their ad spend dollars. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

We are looking for a Director of Platform Experience to join our Platform Experience team at MNTN! The Director of Platform Experience is responsible for leading a team of technical professionals to deliver exceptional customer service, technical support and platform engagement solutions. This role works closely with customers, partners and internal teams to maintain service level agreements and ensure the highest levels of customer satisfaction. They are also responsible for driving platform-wide initiatives and developing innovative solutions to complex problems. Responsibilities include, but are not limited to, strategic planning, operational excellence, customer service and technical support, engagement optimization, and developing automated solutions/programs. The goal of this role is to ensure the highest levels of customer satisfaction and platform adoption.

You will:

• Oversee the design, development, and implementation of platform experiences that are tailored to customer needs
• Enhance in app customer through automation and tool development 
• Ensure alignment with the business objectives and KPIs
• Monitor and maintain core team metrics such as CSAT, first reply times, resolution times, etc.
• Cultivate relationships with stakeholders and partners to collaborate on an enhanced customer experience
• Provide guidance, mentorship and skill development to your leaders and team 
• Conduct customer research, gathering customer feedback, and analyzing customer trends to drive conversations on platform enhancements and improvements to our engagement models
• Identify customer needs to develop plans to improve customer satisfaction

You have:

• 5+ years of experience in a lead role within customer support (SaaS models is a plus)
• Designed and/or participated in Self Service customer support models
• Experience/technical acumen with BI tools and third party attribution platforms (Google Analytics, Adobe, Rockerbox, Funnel, etc.)
• Solutions oriented mindset 
• Excellent customer service and communication skills
• Strong understanding of customer facing technologies 
• Experience with support ticketing systems (Intercom is a plus)
• Strong interpersonal skills and solutions oriented 
• A knack for multitasking and prioritizing efficiently in a fast-paced environment

MNTN Perks:

• 100% remote  
• Open-ended vacation policy with an annual vacation allowance
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.

#Li-Remote