Director of Product Support

We're IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is the fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. IntelliShift provides these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions every day.

The Director of Product Support is a key member of the Customer Experience team. The ideal candidate will be a IntelliShift product expert that can lead the Product Support team, which is comprised of Tier I and Tier II Product Support representatives. This position requires a strong technical background as well as customer facing and interpersonal skills to manage the activities as outlined and to ensure we continue delivering exceptional value to our customers. The Director of Product Support is expected to own and deliver on team performance targets & metrics while delivering exceptional customer service. As necessary, the Director of Product Support will manage customer escalations, meeting timeline and/or commitments made, and manage all aspects of the inbound customer support center.

What you will do:

· Become an expert on the IntelliShift product solutions and industries.

· Instill a strong sense of customer focus, professionalism, and Customer branding throughout the team.

· Ensure quality service to our internal and external customers.

· Define training requirements for each support Tier level and provide the training, coaching and development of new and existing team members to achieve the support team KPI’s and Team metrics. (answer rates, responsiveness, resolution, overall customer support CSAT)

· Monitor for trends on support and training issues: equipment failures, faulty hardware, firmware issues, installation issues, and software bugs.

· Manage the performance of the Product Support team and individual performance, provide frequent and thoughtful feedback.

· Manage staffing levels to meet hours of operation as assigned, to provide coverage required coverage. In addition, setup procedures and staff to manage a 24 x 7 x 365 on call program in place which has on-call staff, with procedures for escalation.

· Take ownership of unresolved technical issues and liaise necessary teams to solve and/or develop solutions.

· Facilitate business and/or team update communications through regularly occurring meetings, 1:1s or team meetings and manage the performance of the Technical Support team and individual performance, provide frequent and thoughtful feedback.

· Develop and collaborate with leadership on best practices and ways to improve the team’s performance including communication processes, methodologies, standard operating procedures, tools & solutions, and in the development of repeatable processes that scale across the business.

· Voice of the Customer - Provide product feedback (customer requirements, product shortcomings, enhancements, etc.) to the product team.

What you'll need to do it:

· Bachelor’s Degree.

· 10+ years of relevant functional (professional services, customer facing, technical aptitude) experience in a fast-paced technology environment.

· 3+ years of Personnel Management experience. Possesses a track record of leading, coaching, and developing high-performing team.

· Experience leading a customer support team for a B2B SaaS product and have a technical fluency.

· Experience with customer support management tools like Salesforce Experience Cloud, Jira, Confluence

· Strong relationship building and interpersonal skills, with the ability to effectively problem-solve.

· Possess excellent oral and written communication skills and the ability to convey information to internal and external audiences across all levels of an organization.

· Excellent analytical skills.

· Ability to manage customer expectations and multiple priorities simultaneously in complex situations as well as align best practices.

· Must be self-managed and able to develop and maintain schedule and priorities.

· The position requires frequent travel to the IntelliShift HQ if not located near Commack, NY.

We offer competitive compensation, commensurate with experience; $140k -$160K base plus bonus. We also offer outstanding benefits to simplify the lives of our employees and show them how much we appreciate their contributions. IntelliShift provides company-subsidized medical insurance for all employees (and largely subsidized coverage for families), dental, vision, and 401K with a 4% company contribution.

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