Support Director

Are you ready to take on a pivotal role in a company that is not only transforming its industry but also living by its core values every day? Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world?

Sparkrock helps social benefit organizations like nonprofits, school boards, and government agencies to reach their greatest potential using technology. We help to make these mission-driven organizations more efficient, freeing up their time and resources to focus on the good they want to achieve. Every day, nearly 45,000 people use our ERP products to make the world a better place.

We are seeking a dynamic and results-driven Support Director to lead our support teams and foster a performance-based culture. This role requires a strategic leader with a strong focus on productivity, metrics, and continuous improvement to ensure exceptional service delivery across multiple products. Reporting directly to the Chief Customer Officer (CCO), the Support Director will be responsible for mentoring and developing team members, driving operational excellence, and collaborating with cross-functional teams to enhance the customer experience.

As our Support Director, you will be at the forefront of driving excellence in customer support within a fully remote environment, where we embrace best practices to achieve supreme outcomes with our global teams.

This is more than just a job; it's an opportunity to lead in a dynamic, forward-thinking organization with a strong leadership team committed to your success. You'll have the chance to innovate, implement cutting-edge solutions, and expand your influence as our group of companies continues to grow.

If you're passionate about creating exceptional customer experiences and are excited about the prospect of making a real impact in a transformative environment, we want you to join us

**Responsibilities**:

- ** Leadership and Team Management**: Leading, mentoring, and inspiring a team of support professionals to achieve high performance and deliver exceptional customer service. Fostering a culture of continuous learning and improvement.
- ** Performance-Driven Culture**: Driving a performance-based culture by setting clear goals, monitoring key metrics, and holding the team accountable for achieving results. Ensuring that productivity standards are met and exceeded.
- ** Service Delivery**: Overseeing the delivery of support services across multiple products, ensuring that customer issues are resolved promptly and effectively. Maintaining a high level of customer satisfaction by continuously improving service processes.
- ** Technical Expertise**:Leveraging deep technical experience to understand and troubleshoot complex issues, whether in code, SQL, infrastructure, or product. Being comfortable diving deep into technical problems with your team, providing guidance and support when necessary.
- ** Innovation and Process Improvement**:Identifying and implementing automation opportunities and other innovations to drive substantial results for the support organization. Aggressively working to reduce backlogs, create ticket deflection mechanisms, and leverage knowledge bases to help customers become more self-reliant and independent.
- ** Playbook and Continuous Improvement**: Operating based on established playbooks while continuously raising the quality bar across all aspects of the role. Fostering a culture of continuous improvement, consistently seeking ways to enhance processes and outcomes.
- ** Customer Escalations and Relationship Management**: Handling customer escalations, particularly with upset customers, and working to turn these relationships around. Building and maintaining strong relationships with customers by improving their service experience and ensuring their needs are met.
- ** Cross-Functional Collaboration**: Partnering with other functions such as Product, Engineering, and Sales to drive improvements in product knowledge, customer feedback loops, and support processes. Ensuring alignment and seamless communication across teams.
- ** Metrics and Reporting**: Developing and maintaining robust reporting systems to track team performance, customer satisfaction, and other key metrics. Using data-driven insights to inform decision-making and drive continuous improvement.
- ** Adaptability**: Leading the team through change, ensuring they are equipped to support new products, features, and updates. Fostering a flexible and agile work environment where the team can quickly adapt to evolving customer needs and business priorities.

**Requirements**:

- At least 10 years of experience managing mid-size to large support teams, with a strong track record of driving performance improvements and achieving results through metrics and data-driven decision-making.
- Extensive technical background, with experience in areas such as software development, SQL, infrastructure, and deep product knowledge. Technically lit