Head of Customer Support

$170000 - $200000 a year

About Us

We are building a platform to power the flow of data globally. It might sound ambitious but we are well on our way to accomplishing this mission!

Crux is transforming how companies work with data. For years data discovery ingestion and operations have been expensive time-consuming and frustrating for data teams looking to harness large quantities of data. We are solving this challenge by enabling enterprises with tools and operational services that facilitate the onboarding and delivery of any dataset to end customers how and where they want it. In our lingo we’re ushering in the third generation of ETL with data mesh capabilities for enterprises.

We are a fast-growing technology company focused on learning excellence teamwork and ownership. Founded in 2017 by a seasoned team of data professionals Crux has grown to a team of over 70 employees and contractors and is backed by industry powerhouses including Goldman Sachs Morgan Stanley and Two Sigma.

The Role

The (Customer/Technical/Production) Support Director is responsible for delivering excellent technical support in a 24x7x365 SaaS environment and providing strategic management to a team of technical support engineers. This is a key position on our Data Ops Engineering team that ensures the highest quality customer experience by enabling our enterprise clients with successful operations and availability of our systems.

Your team will handle initial triage Level 1 and 2 support production issue remediation and creating metrics and reports to track quality of service. You will also lead process improvements by applying automation to reduce manual intervention in support operations.

This position requires exceptional communication and collaboration skills as you will coach and develop the team to achieve critical goals and work with leadership to identify challenges and opportunities. Additionally you will interact with internal and external stakeholders including data suppliers customers and internal teams such as Sales Engineering Product and Operations.

Responsibilities

- Manage a team of Technical Support Engineers providing production support to clients.

- Hire coach support and develop talent within the team; manage employee growth and career trajectories.

- Develop and manage ticket queues and escalation paths ensuring SLAs are adhered to and key KPIs are met.

- Assist the team in troubleshooting escalated issues in real time.

- Create operational frameworks that are repeatable and scalable.

- Serve as a key stakeholder working with cross-functional teams to build support resources and documentation.

- Drive bug resolution requirements and feature requests with Product and Engineering teams.

- Foster a customer-centric culture focused on finding solutions and creating highly satisfied stakeholders.

- Scale support operations to accommodate growth in clients geographies and capabilities.

- Develop a thorough understanding of product and customer needs and ensure the team is trained to support them.

- Champion new business processes technologies and approaches to continuously improve support operations.

- Turn customer feedback into actionable steps for improving service delivery.

- Partner with the escalation management team to drive satisfactory resolution of customer issues.

- Evaluate and improve processes technology and team skills to identify and close gaps.

Qualifications

- 10+ years of technical support and service management experience.

- 5+ years in a leadership role.

- Experience managing enterprise support in large complex web-based service environments.

- Customer-first mindset with demonstrated ability to deliver exceptional customer care.

- Proven ability to achieve departmental goals and metrics.

- Strong analytical and problem-solving skills.

- Experience with ticketing systems (Salesforce Service Cloud or Zendesk preferred).

- Ability to present problem resolution root cause analysis and corrective actions to internal and external stakeholders.

- Strong communication and negotiation skills both oral and written.

- Thrives in a fast-paced startup or similar environment with frequent change.

- Familiarity with optimizing tools like Zendesk.

- Reputation for trustworthiness dependability and high ethical standards.

Why Join Crux?

Work with a team of passionate and driven professionals.

Be part of a rapidly growing company backed by industry leaders.

Shape the future of data operations with cutting-edge technology.