Director of Customer Support

City Hive is the leading omni-channel digital commerce and data SaaS platform, used by millions of consumers on a daily basis and specializing in the Wine, Beer and Spirits Industry. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.

City Hive is looking for a leader that’s passionate about solving problems and helping their team provide the best customer experience. We work with everyone from the country’s largest brands to local family owned businesses and are looking for a Director of Customer Support who will be able to work efficiently to scale a great experience to our clients.

What you will do:

  • Operations Management :Own all aspects of strategy and operations of the Customer Support team.
  • Develop, implement, measure and optimize processes as necessary to scale customer service operations while maintaining an exceptional experience.
  • Outline customer service objectives, determine key results, and ensure deliverables are met
  • Drive improvements in efficiency, quality, response times and satisfaction across the entire customer support experience
  • Use customer feedback to identify success gaps and improve the customer experience – Collaborate with Customer Success Managers, Product Owners, and the leadership team to ensure the customer voice is heard across the organization People Management
  • Manage hiring, training, retention and performance of the customer service team
  • Develop and achieve short and long term goals for each team member – Set the vision, direction and culture of the team by managing performance expectations, goals and holding the teams accountable to meet and exceed performance targets

What we are looking for:

  • 5+ years of customer support preferably for a SAAS or high growth technology company.
  • 2+ years of management experience.
  • Experience and a can do approach to building and using high volume automated processes.
  • Experience in implementing easily repeatable solutions
  • Experience helping to debug software related issues
  • Experience with Zoho products, Google Analytics, or Appcues is beneficial

Who are we
City Hive is one of the fastest growing SaaS companies in the United States in 2020 and 2021. Working greatly under the radar, the company has grown to serve thousands of customers including some household names. The company is powering the revival of independent businesses in a territory that was previously dominated by Big Tech.

We believe in an impact management approach where teams, squads and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size. We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.

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