Director, Customer Support

Job Description

About Later

At Later, we believe that there should be a simpler way to plan your visual content marketing. Aggregating, storing, planning, and optimizing your visual content marketing campaigns should take as little time as possible so you can spend your time making the best campaigns possible.

Starting at a hackathon in 2014, Later (formerly known as Latergramme), has evolved from an easy-to-use scheduling tool for Instagram posts. Now a top-ranked visual content marketing platform, Later lets you aggregate, plan, grow your audience, and share your photos and videos to Instagram, Facebook, Twitter, and Pinterest.

Our Values Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble, and have a great sense of humor. If you have a mischievous spark of fun, that’s even better.

You have:

• A natural tendency to take initiative, achieve results, and get things done.
• A desire to constantly stay organized and create efficiency using technology, bringing order to chaos and uncertainty.
• Teamwork is your middle name. You want to brainstorm with the best of them and are continually looking for ways to do it better.
• A humbleness to recognize that sometimes you’ll need to apologize and admit mistakes (we’re all human after all!)
• Understand and work well in startup culture - be able and willing to take on all sorts of tasks and responsibilities.

We list our values and beliefs first because they are non-negotiable; if you're still reading then check out some of the responsibilities you will own.

What We’re Looking for:

Later is a rapidly growing company and we’re looking for someone to join our company to drive forward the customer support department that is now over 15 and growing rapidly. You should be passionate about customers and their issues and will drive the strategy and execution across the department to make sure their issues are resolved quickly, efficiently and accurately. We’ve named the Customer Support department Customer Happiness as that is the main goal of the department overall and ultimately how it’s tied to the success of the company.

To succeed in this role we’re looking for someone that has multiple years of experience leading a technical support department preferably for an SMB focused SaaS business. Experience directly related to social media marketing and/or digital marketing is important but not essential.

We expect you to be curious about our customers and their problems and use this to help inform your decision making and develop the strategy for the customer support team.

You will own the decisions, strategy, and results of the entire customer support team. You will interface with the sr leadership to help advocate for the customer support team to achieve company-wide objectives.

Your primary goals will be to

• Scale the customer happiness team while keeping it efficient
• Ensure the customer happiness team is staffed, trained and resourced sufficiently to handle the growing volume of support
• Develop a culture that delights our customers and results in amazing customer satisfaction

Responsibilities

• As the most senior member of our Customer Happiness team, you will build, lead, and develop a world-class team of +20 managers, leads and agents that live Later’s values.
• Develop the vision and culture for the customer happiness team ensuring it’s aligned with the company vision and culture
• Collaborate with the leads and managers of the customer happiness team to execute on the strategy
• Prepare monthly reports for the Senior Leadership Team, Board of Directors, investors, and other analysis as needed
• Build out a self-help driven support team that can efficiently handle an ever-growing and engaged customer base
• Own & develop the strategy for multiple new customer support initiatives including community, social support, live-chat, and enhanced levels of support for our highest valued customers
• Develop, implement and improve on training and support processes to ensure our support team knows how to best help our customers with efficient responses times and high levels of customer satisfaction as we scale our customer support
• Take a qualitative and quantitative approach of providing customer product feedback on an ongoing basis to ensure the product team has the right information to ensure we are improving our product based on our customers' voice.

Skills & Experience

• 6+ years of building and optimizing technical support and customer experience driven initiatives preferably for a SaaS company
• 3+ years leading a big and growing diverse team where you were directly responsible for hiring, managing, and coaching
• Strong decision-making abilities with a proven track record
• Analytical and ROI focused with the ability to manipulate data, build reports, and craft analyses to generate insights & recommendations.
• Solid understanding and hands-on experience with product onboarding, customer support, product education, and user research.
• Adept at working effectively in a fast-paced environment, independently and collaboratively as a team member.
• Excellent verbal and written communication skills with the ability to clearly present ideas, updates, and results to business partners on various levels
• Creative, innovative, and motivated to design & build things where they do not already exist.
• Ability to manage multiple personalities in multiple different roles
• Advocate across the organization the benefits and objectives of your department
• Growth mindset with an avid desire to continually learn and expand skill set.
• Bachelor’s degree (or higher) Or equivalent practical experience.

Why Choose Later

Located near downtown Vancouver, in Chinatown, Later is pleased to offer all our employees a competitive salary, a chance to participate in the success of the company through equity, medical and dental benefits, and a wellness program.

If you think you might be a great fit for our team, we’d love to hear from you.