Director of Support

Location: Arlington

PeopleGrove | No comp given

Steph's Notes:

Okay, the Customer Success Manager role was a bit of a stinker, let's see how this one goes.

Role Description :
40% Individual Contributor | 20% People Management | 20% Project Management | 20% Strategy

I'm all for staying close to the customer, so I'm trying to figure out why this bugs me. Maybe it's because I'm trying and failing to think of any other kind of role in which a company would type something like this out. I don't see a Director of Engineering being described as a 40% individual contributor or, as the BJB Shitposting Board pointed out, having their work so specifically divvied out for them before they ever step into the role.

You’ll have a voice and a seat at the table in shaping our support and onboarding strategy.

Unless you're reporting to a VP of CS/CCO, this feels like a major red flag. If you're the Director, why aren't you the one designing and driving the strategy?

I don't think they really know why they're hiring a Director of Support, which will likely make actually working in this role unpleasant, to say the least. I'm putting this right next to this company's other role in Seriously, Maybe Don't.

Original Job Description: Director of Support

Overview :

PeopleGrove is a B2B SAAS platform for higher education institutions to extend career access and advancement opportunities to their students and alumni. We are dedicated to transforming the higher education landscape by reimagining how people find careers and connect with each other. As a remote-first startup, we are a team of over 100 dedicated professionals across the US and India, committed to our mission and values.We are seeking an experienced Director of Support to lead our customer support and onboarding teams and ensure a delightful product experience for our users.

Role Description :

40% Individual Contributor | 20% People Management | 20% Project Management | 20% Strategy

As the Director of Support, you will work with a team of support specialists and onboarding professionals, collaborating with product managers, engineers, and leadership. Your role will involve driving impactful support and onboarding initiatives, enhancing our processes, and ensuring customer satisfaction.In this position, you will lead a team of support and onboarding professionals, guiding strategies, and acting as an individual contributor when necessary. You will need to be hands-on, helping to resolve complex support and onboarding issues, and mentoring your team to excel in their roles.

3 Reasons You’ll Love This Job : 

• You’ll solve complex customer issues and design creative support and onboarding solutions.
• You’ll have a voice and a seat at the table in shaping our support and onboarding strategy.
• You’ll make a significant impact on the user experience and contribute to the success of future leaders around the world.

Responsibilities :

Individual Contributor

• Handle escalated support and onboarding issues and work with the team to resolve them efficiently.
• Identify and implement strategic support and onboarding initiatives.
• Collaborate with product managers, engineers, and client facing teams to ensure seamless support and onboarding processes.
• Be proactive in identifying areas for improvement in support and onboarding services and driving those projects forward.

Project Management

• Develop and maintain transparent support and onboarding processes that produce high-quality results.
• Help the support and onboarding teams with project prioritization and planning.
• Communicate support and onboarding strategies and updates to other teams and leadership.
• Encourage and train team members to manage their own time and projects effectively.

People Management

• Ensure team members are working on high-value tasks and delivering quality support and onboarding on time.
• Foster a collaborative and supportive team culture with a reasonable work/life balance.
• Support the team’s growth by providing feedback and guiding team members toward achieving their professional goals.
• Mentor and develop support and onboarding team members to enhance their skills and performance.

Strategy

• Craft a vision and roadmap for the support and onboarding teams. Identify goals for the next 6 months and beyond.
• Monitor new trends and best practices in customer support and onboarding and assess their applicability.
• Identify gaps in current support and onboarding practices and propose innovative solutions.
• Collaborate with other functions at PeopleGrove to ensure cohesive support and onboarding strategies.

Skills and Experience :

• Proven experience in a customer support and/or onboarding leadership role, preferably in a B2B SAAS environment.
• Strong problem-solving skills and the ability to handle complex support and onboarding issues.
• Excellent project management skills with a track record of successful support and onboarding initiatives.
• Experience in managing and developing remote support and onboarding teams.
• Strong communication and collaboration skills.
• Ability to work independently and as part of a team.

At PeopleGrove, we celebrate diversity, support inclusion, and thrive on the benefits these bring to our employees, products, and community. PeopleGrove is proud to be an equal-opportunity workplace.Join us in our mission to transform higher education and make a difference in the lives of students and alumni worldwide.