Senior Director of Customer Service

Job Description

BetterCloud is the leading SaaS Management Platform (SMP) that enables IT professionals to discover, manage and secure the growing stack of SaaS applications in the digital workplace. With an expanding ecosystem of SaaS integrations, thousands of forward thinking organizations like Zoom, Walmart, and Square now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

A pioneer of the SaaSOps movement, BetterCloud has built a community of more than 45K IT professionals who are embracing the new role of SaaSOps within IT organizations. The company launched the first-ever annual SaasOps-focused conference, Altitude, and publishes annually the definitive market research report, State of SaaSOps, on the market and category.

BetterCloud is headquartered in New York City with offices in San Francisco, CA and Atlanta, GA. The company's total amount raised to date is $187 million. Investors include Warburg Pincus, Accel, Bain Capital Ventures, Flybridge Capital Partners, and Greycroft Partners.

We’re currently hiring a Senior Director of Customer Service to help us leverage technology, data, and strategic embedding to accelerate transformative change at BetterCloud. In this role, you will directly manage a team of 10-15 and report into the Chief Information Officer.

What You’ll Do

• Manage all operational aspects of Tier1, Tier2 and Escalations team to provide an amazing customer support experience
• Obsessed with growing the team including aggressive career pathing and mentoring for the current and future support leaders
• Able to operationalize the department vision by leveraging data, creating the right structure, tooling and processes to drive support sustainability at scale
• Build executive relationships and Influence within the organization on behalf of support
• Ability and willingness to get your hands dirty. Understand and empathize with the team and drive changes to increase the quality of life of everyone
• Be the #1 advocate for the support department. Let everyone internally and externally know that BetterCloud has a World Class Support Team!
• Leverage new technology intelligently in a way that does not reduce the customer satisfaction of the end users but drives scale and data driven decision making
• Create value across the organization through our data and domain expertise. Helping other departments or teams achieve their goals
• Ability to coordinate and project manage large scale projects cross-functionally
• Foster Team culture including organizing team events and making work fun!

About You

• 5+ years in a customer support related role
• 4+ years in a customer support senior management role
• Enjoy engaging with both happy and unhappy customers
• Work effectively and efficiently both within a team and on your own
• Excited to play an integral role during our company’s most rapid growth period
• Experience Supporting SaaS/Cloud-based applications
• Experience with Salesforce Service Cloud and Jira

Preferred Qualifications

• Experience with BetterCloud application a huge plus
• Experience implementing Salesforce native DevOps solutions like Copado or equivalent
• Experience working with multiple Salesforce clouds (i.e. Sales, Service, Community, and Revenue)
• Experience with Google Cloud Platform
• Familiarity with any program language with a preferred emphasis on Apex or Python
• Data visualization experience using BI tools like Tableau
• Excel proficiency to manipulate and analyze data

What We Offer

• Career growth opportunities
• Competitive salary
• Full benefits package
• Stock Options

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

*Remote - Qualified applicants based on most states of the U.S.A. are eligible for this position. Note that there are a number of states from where this position cannot be held.

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