Customer support Jobs in Austin, TX

Senior Director of Customer Support

We're a high-growth software company with a big mission : empowering K-12 district teams to do more with less. At LINQ, we get K12. That's why we help districts transform K-12 school operations with best-in-class, cloud-based software solutions built to help districts return more resources to classrooms. Integrating finance, HR, nutrition management, and payments into a single, secure platform, LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually, process payroll for 364,000 educators, administrators, and staff, and engage with millions of families through the free LINQ Connect app. Our team? They're talented, committed, and fiercely loyal problem-solvers. At LINQ, you'll find challenging and meaningful work, a team that respects and uplifts one another, and a commitment to constant improvement. Our customers love us because we're attentive, patient, communicative, and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time.

LINQ's Values :

• Act with Integrity & Build Trust : Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained.
• Deliver Excellence : We consistently exceed our clients' expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships.
• Embrace Challenges : We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation.
• Collaborate & Act as One Team : Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force.

About The Team :

LINQ's Customer Experience department is the heart and soul of our commitment to supporting K12 schools and districts. We're not just here to answer questions, we're here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond we're the guides to help administrators and educators navigate their daily challenges.

About The Role :

As the Senior Director of Customer Support, you will play a critical role leading and developing the customer support function within our organization. You will be responsible for designing and executing strategies to ensure exceptional customer experiences, driving customer satisfaction, retention, and loyalty. Your leadership will be instrumental in building and maintaining a high-performing team, fostering a culture of excellence, and implementing best practices to meet and exceed customer expectations. The role of Senior Director, Customer Support is pivotal in ensuring that our customers receive world-class support and service. If you are a strategic thinker, a passionate leader, and are committed to driving customer satisfaction and loyalty, we invite you to join our team and help shape the future of our customer support organization.

What You'll Be Doing :

Strategic Leadership :

Develop and execute the overall customer support strategy aligned with the company's goals and objectives.

Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences.

Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes.

Team Management and Development :

Lead, mentor, and inspire a team of customer support managers and representatives.

Set clear objectives, provide regular feedback, and facilitate professional growth and development opportunities for team members.

Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization.

Build Offshore & Seasonal Contractor Bench

Operational Excellence :

Develop and optimize support processes and workflows to ensure efficiency and effectiveness.

Beat key performance indicators (KPIs) and metrics to measure and track the performance of the customer support function (First Time Response, Backlog, Time to Resolution, CSAT)

Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience.

Customer Engagement and Escalation Management :

Oversee the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes.

Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience.

Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs.

Technology and Tools :

Evaluate and implement customer support technologies and tools to streamline processes and improve productivity.

Stay current with industry trends and best practices in customer support technology, incorporating innovations to enhance service delivery.

Build out AI capabilities (QA Program, Chat, Email, Voice)

What We Are Looking For :

Bachelor's degree in Business Administration, IT, Computer Science or related field;

15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies;

Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and senior management.

Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.

Demonstrated strategic thinking and problem-solving abilities, with a focus on delivering exceptional customer experiences.

Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred.

Willingness to travel occasionally for customer visits, conferences, and other business-related events.

Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones.

The Tech :

Salesforce

Microsoft Suite

Dialpad

Fully Story

Travel Requirements :

Limited travel may be necessary in high demand seasons. Valid Driver's License required.

Why You'll Love Working With Us :

Flex Your Workspace : Work remote from one of our eligible states across the US, or if you're near Austin, three days in office a week!

Planning Your Future : Our 401(k) plan comes with a 4% employer match on total earnings (not just your base salary).

Performance Pays Off : Whether it's a company bonus or target sales commission, your hard work doesn't go unnoticed.

Vacation Your Way : Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.

Paid Parental Leave : Take the time you need to welcome your new addition We've got you covered!

Ten Paid Corporate Holidays : Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.

Giving Back : Feel good while doing good 16 paid volunteer hours to support the causes that matter most to you. #LINQCares

Benefits That Have Your Back (And Teeth, Too!) :

Rock-solid medical, dental and vision coverage. Pick your vibe : a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA with contributions from LINQ. Dental perks that even cover braces for the kiddos. Wellness perks that include employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance. Gym reimbursements and tons of extra savings on travel assistance, employee assistance, and even pet insurance options. Grow With Us : Invest in yourself with professional development opportunities to keep leveling up your skills. Rewards For Referrals : Got an amazing candidate in your network? Send them our way and earn a referral bonus when they join the team!

EOE Statement / Accommodation Notice : As a federal contractor and