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Director of Customer Support


2 months ago

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service

Tackle is a fast-growing B2B Saas company, dedicated to helping our customers establish and grow their revenue streams through the hyperscale Cloud Marketplaces (AWS, Azure, GCP, IBM/RedHat).  Tackle’s platform makes it possible for our customers to leverage the Marketplaces, without needing significant Engineering resources and we make it easier for those customers to manage, maintain and scale their Marketplace businesses as they grow.  As part of that journey, Tackle becomes a trusted advisor to many different stakeholders within our customers' organizations:  Sales, Alliances, Finance, Operations, Product, and Engineering.  We are backed by two of the world's greatest SaaS investors - Bessemer Ventures and a16z and our vision is to change the way that software is sold.

To be successful, it is imperative that Tackle help our customers drive significant, repeatable, and sustainable revenue through the Marketplaces - some of which is accomplished through leveraging our Platform and some of which is aided by the help and support of Tackle’s Sales, Success, Support, and various other teams.  As such, we need a senior executive to lead the team that supports our customers. Our platform is rapidly becoming a standard and meaningful component of our customers' digital sales systems.  We need to operate a support environment that reflects the criticality of our role in helping our customers drive revenue.  This role will include all responsibilities for Support activities.


Build and lead World-class Customer Support Team
Act as ambassadors for the Tackle brand and values
Attract high potential individual contributors into the team
Provide constant direction to team members ensuring that customer inquiries are attended to in a timely manner and provide satisfaction for the customer
Observe the performance of team members to observe strengths and weaknesses to leverage strengths and minimize weaknesses
Provide assistance/coaching to team members 
Create a rapid onboarding process for new team members
Encourage iteration and continuous learning within the team

Partner closely with Engineering and Product to ensure we are continually learning from our customers and support engagements to make our platform stronger and experience seamless
Manage proactive and reactive communication with product and engineering 
Co-develop processes to have issues turn into product-based resolution
Be seen as an advocate and trusted source of how our platform is leveraged by customers and how we can improve our customers' experience
Develop a high-quality standard for issues that are sent to engineering in terms of reproducibility and well-defined problem statements. 

Coordinate Customer Support Team
Help ensure our customers receive timely and accurate support 
Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
Foster collaboration within the team and across product and engineering teams

Improve Support Processes and Systems
Update and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standard
Define and drive to consistent support service level objectives
Create better modes of operations to make customer service easier for both team members and customers
Provide consistent feedback to Product and Engineering teams
Manage and Drive customer Escalations
Build an escalation management priorities, processes, program, and team
Evaluate support issues for escalations to the Engineering team and for prioritization tied to business impact 
Provide assistance to customers that are proving difficult to team members and resolve their complaints

Measure Effectiveness of Customer Support
Maintain executive communication about our support program, escalations, and customer learnings that can be fed back into the company system
Define and establish operational metrics and a system to track for the support organization
Publish a weekly support dashboard with key support metrics
Provide detailed metric feedback on performance for support to management
Give detailed statistical feedback on the performance of team members for staff evaluation and reward purposes
Establish clear feedback loops and handoffs between all relevant stakeholders

Required Experience/Skills:
  • 10 years experience in leading customer support organizations for SaaS products or acting as a director or sr manager inside a larger support organization
  • Experience building and leading 10 to 30 person support organizations
  • Ability to effectively manage in a remote-first environment
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Strong empathy for customers AND passion for revenue and growth
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Inspirational, fun-seeking, creative, and empathetic leadership qualities
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree

Start with the customer - We exist to help sellers sell more & sell faster, and we measure all of our decisions with our customers’ goals at the forefront. 
How we embody this value:
-We celebrate when our customers celebrate
-We’re active listeners and intent observers
-We always aim to be consistent, reliable, and trustworthy

Paint the art of the possible - We continuously innovate on how we do things, always looking for a better, smoother way for our customers and for each other.
How we embody this value:
-We think big to solve problems and make our customers lives easier
-We challenge the status quo, break down barriers, and aren’t afraid to experiment or get uncomfortable
-We take calculated risks, we own our mistakes, and we support one another

Operate with integrity - We have a bias for action and we communicate both internally and externally with candor, empathy, and authenticity. 
How we embody this value:
-We first seek to understand and then take thoughtful action
-We are committed to fostering inclusivity and belonging for all employees
-We’re accountable for our work and responsive to issues impacting colleagues and customers

Learn and grow together - We work as a team, we celebrate wins, and we have fun together as we strive for professional and personal growth.
How we embody this value:
-We’re curious and cognizant of emerging tools, trends, and new ways of looking at old problems
-We’re purposeful about supporting and connecting with other teams across the company
-We invest in personal wellness & professional development and we believe in aligning personal and professional passions 

The Process:
We have a transparent and streamlined hiring process that can typically be completed in one to two weeks: 
·       Phone screen
·       3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)
·       Offer
Benefits of joining the Tackle Team:
Full-time employees currently enjoy these amazing benefits:
·       Work remotely
·       Competitive Salary
·       Health, Dental and Vision Coverage
·       Company off-site Summits
·       Monthly Wellness Reimbursement
·       Internet and Phone Reimbursement
·       $500 Home ergo/office set up
·       Generous Vacation Plan
·       401k
·       Technology tools to do your best work
·       Company Surprises and Swag
·       Awesome Co-workers

We are a welcoming and diverse team with a wide range of backgrounds and experiences.  We were born and built remote and welcome others who believe remote companies are the way companies will be built into the future. At this time, we can only accept applicants who reside within the United States. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place:USA Only.

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