Returnly is a B2B2C FinTech platform headquartered in San Francisco that focuses on creating amazing post purchase experiences. We work with over 700 brands ranging from SMB to Enterprise and we have offices in Chicago, San Francisco, and Madrid.

Returnly's Technical Support Team is focused on delighting our valued customers with world-class technical support. As a Director of Technical Support & On-boarding your role will be to support and empower you team by defining the process which will lead to extremely happy customers. This role reports directly to the Chief Revenue Officer.

Responsibilities:

• Lead the team of Technical Support Representatives, On-boarding Project Managers, and Solutions Architects to give our customers a best in class post signature experience.
• Work with the other GTM leaders to define and execute post and pre-sale strategies
• Develop your teams OKRs and KPIs on a quarterly bases
• Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability
•  Manage escalation of critical customer issues, working closely with Engineering, Services, Account Relationship Management, Customer Success and Product Management teams
• Lead Technical Support teams in the establishment, documentation and adherence to repeatable processes, including quality control
• Revamp and own our customer on-boarding for all of our customer segments
• Build a scalable support system that provides priority support to our largest customers while developing a self-service support tier for our SMB market.
• Provide data and actionable insights on a weekly basis in our Revenue Committee meeting
• Develop, manage, and maintain strong relationships with customers
• Work closely with development team to escalate recurring issues for root-cause resolution

Requirements:

• 4+ years of support services experience in global enterprise software or financial technology
• 2+ years of experience managing a support team in a startup environment
• Must have demonstrated experience in leading and growing customer support teams
• High level of technical savvy, and ability to communicate effectively with engineers and sophisticated technology customersExceptional analytical skills, including the ability to figure out how things should work, and to identify patterns and trends
• Excellent interpersonal, leadership, organizational and project management skills
• Ability to learn new technologies quickly and apply those learnings in short order