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Gong Director Customer Support United States, Texas, Austin 650075864
30.03.2025
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RESPONSIBILITIES
- Operational Excellence: Implementing best practices, metrics, and KPIs to measure and improve support efficiency, case resolution time, and customer satisfaction
- Team Management & Development: Leading, mentoring, and growing a high-performing support team with clear development pathways, a culture of accountability, continuous learning, and customer advocacy
- Strategic Leadership: Developing and executing on a technical support strategy that aligns with company goals and creates differentiated customer experiences
- Cross-Functional Collaboration: Partnering with Product, Engineering, Customer Success, and Sales teams to provide customer feedback, drive improvements, and collaborate on shared goals and objectives
- Escalation Management: Improving key metrics (i.e. resolution time, CSAT, backlog reduction, etc.) and managing an effective escalation process to ensure timely resolution of high-impact customer issues
- Experience: 10+ years in technical support or customer support roles, ideally with 5+ years in Support leadership functions
- Technical Expertise: Strong understanding of enterprise SaaS, cloud technologies, and troubleshooting methodologies
- Leadership & People Management: Proven track record of building, developing, and scaling high-performing support teams across different time zones
- Customer-Centric Mindset: Deep passion for customer experience and a strong ability to translate customer needs into actionable strategies
- Data-Driven Approach: Experience using analytics and KPIs to drive continuous, sustained improvement
- Problem-Solving Skills: Ability to navigate complex technical and operational challenges with a strategic and proactive mindset
- Strong Communication: Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels
- Experience Leading Support through Hypergrowth or Change (e.g., major product expansions, new geographies)
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.
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