Senior Director, Customer Support

About Us

dbt Labs was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, we’ve grown to become one of the leading brands in the analytics industry. Our product, dbt, is used by thousands of companies. dbt Labs is a remote-first, values-driven company with a globally distributed team. You can learn more about our values here.

In this role, you can expect to:

• Set the vision for dbt’s global Support Department
• Develop a strategy, execution roadmap, priorities and investment plan to deliver proactive support vision, deflection and scale/productivity
• Implement initiatives and to strategies to attract top-tier candidates, enhance team skills, promote career development through effective talent acquisition practices, training initiatives, and fostering a culture of continuous learning across Support teams
• Drive quarterly OKRs and iterative progress towards strategic direction, team performance, and metrics improvement
• Lead the Global Support organization to deliver world-class Support and proactive technical health to our customers
• Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction; performance to case resolution, customer satisfaction and financial measures.
• Define KPIs for the Customer Support Department e.g. SLAs, Customer Satisfaction
• Partner with Finance to manage budget, drive capacity planning and identify needs and present investments required to improve service levels and customer experience
• Work cross-functionally with other customer-facing departments (Product, Engineering, Customer Success etc.) to guarantee great customer experience and improve product adoption and satisfaction
• Analyze and optimize support operations. Drive a culture of continuous improvement and efficiency
• Represent the company publicly with customers in escalations and in long term relationship building

You are a good fit if you have:

• Worked asynchronously as part of a fully-remote, distributed team
• Experience leading technical teams panning global time zones in a 24/7 model
• Deep technical experience in the development workflow or other adjacent technical products within cloud, security, tooling, automation etc.
• Collaborative and results oriented leader capable of inspiring and building high performing teams
• Experience leading geographically distributed and culturally diverse teams
• Ability to form strong cross-functional relationships and influence others to drive to a common goal
• Experience in Customer Success, Technical Account Management, and Professional Services are a plus
• Successfully able to manage high volume, very fast-paced workload; not afraid to “roll up your sleeves” to complete more tactical work. Able to switch between strategic and tactical work daily 

• Salary: $195,000-$277,000
• Equity Stake: *Commensurate with experience
• Benefits: In the US, dbt Labs offers unlimited vacation (and yes we use it!), 401k w/3% guaranteed contribution, excellent healthcare, paid parental leave and a home office stipend. For employees outside the United States, dbt Labs offers a competitive benefits package.

*Equity or comparable benefits may be offered depending on the legal limitations

Who we are

At dbt Labs, we have developed strong opinions on how companies should practice analytics.

Specifically, we believe that:

• Code, not graphical user interfaces, is the best abstraction to express complex analytic logic
• Data analysts should adopt similar practices and tools to software developers
• Critical analytics infrastructure should be controlled by its users as open source software
• Analytic code itself — not just analytics tools — will increasingly be open source

It turns out that a lot of other people believe this too! Today, there are 20,000 companies using dbt every week, 65,000 practitioners in the dbt Community Slack, and 3,500 companies paying for dbt Cloud. Our customers include JetBlue, Hubspot, Vodafone New Zealand, and Dunelm. dbt is synonymous with the practice of analytics engineering, defining an entire industry. We’re backed by top investors including Andreessen Horowitz, Sequoia Capital, and Altimeter. We recently raised our series D: read the announcement here!

dbt Labs is an equal opportunity employer. We're committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We feel strongly that whether or not your experience exactly fits the job description, your passion and skills will stand out and set you apart even if your career has taken some twists and turns.  If you are on the fence about whether you meet our requirements, we encourage you to apply anyway! Please reach out to us directly at [email protected] if you need assistance or an accommodation. 

Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI page here. 

dbt Labs reserves the right to amend or withdraw the posting at any time.