Director of Customer Support

Shadow is a high-end streaming service for games. What does this mean? Any game you can play on a Windows 10 computer, you can play on Shadow using virtually any device you want! Turn a laptop, Mac, smartphone, tablet or even a 5-year-old PC into a high-end gaming rig through the Shadow app. Then, all you have to do is download your current game library to your Shadow account and start playing all your favorite PC games on max settings! We provides all of the power you'd get from a gaming computer at a fraction of the cost with none of the maintenance!. Our data centers are upgraded with every new generation of technology at no additional cost to you!

The Director of Customer Service leads all of Customer Success, service operations as well as accompanying operational functions in the US. Will lead multiple agent teams and functions currently located in Mountain View, CA and, longer term, potentially other locations. Will have multiple service operations managers (who manage agent teams) reporting into them.

Responsibilities
  • Fully own all inbound communications from users
  • Define a scaling model (internal vs external, tools, overall team design, etc)
  • Continually grow and scale the team
  • Create a working environment where people want to stay and grow
  • Make CS not just support but success (including onboarding experience, overall journey, upsell, etc)
  • Define the right channels for support
  • Grow the self-help function
  • Manage support in multiple languages/geographies
  • Own metric s and reporting to management and the rest of the organization on what users are saying and support team performance

Qualifications
  • 10+ years of experience in customer support or similar company operations function
  • Demonstrated success in leading customer support teams, especially in a fast-paced, innovative company
  • Experience with new, modern support channels
  • Embraces change and is a master at leading a team through change
  • Strong sense of empathy and highly self-aware
  • Expert coach who has a passion for developing their team and their managers
  • Leader who has significant experience in managing and coaching managers
  • Able to maintain calm and patience
  • Strong communicator who is able to inspire, collaborate with and influence the broader organization
  • Authentic, humble and curious self-starter

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