Director, Customer Support

VBrick - Herndon, VA

Full-time
Who we are:
Vbrick's mission is to simplify the complexity of creating, managing and delivering video for use within the enterprise helping organizations unleash the power of video. Customers use Vbrick to seamlessly embed video communications within their core business applications including corporate communications, live executive broadcasts, sales and employee onboarding, product training and knowledge transfer, distance learning and marketing. With more than a thousand customers in over 100 countries, Vbrick is a leading provider of enterprise video platforms.

Title: Director, Customer Support

About the Job: We are looking for a hands on Director of Customer Support who is passionate about customer satisfaction and solving complex technical problems. This position requires a strong operational focus and deep technical skills as well as ability to work closely with the customers and partners. We are looking for someone with an innovative mind to take our Support Team to the next level. The position will lead a direct team of 5 employees and indirectly with our off shore Tier 1 team.

This position is located at our headquarters in Herndon, VA. Local candidates only.

What you'll do:
Lead a global customer support team which consistently works towards ensuring customer satisfaction
Improve support performance by establishing, measuring and communicating service metrics; analyzing results and opportunities for improvement; prioritizing and executing on process redesign/improvement efforts
Drive the creation of staffing plans and schedules that ensure timely support
Establish and deliver on support performance goals that guarantee a quality customer support experience
Works with customers, stakeholders, managers and technical teams to achieve business goals
Drive issue resolution by working with other departments as needed and serve as the point of contact for high level escalations
Interface with the customers to get their feedback on the effectiveness of the operations, handle escalations etc.
Collaborate and maintain strong relationships with internal teams product/ professional services/ customer success to accelerate customer issue resolution and represent the voice of our key customers.
Supervise, mentor and develop the customer support team to continually improve performance and increase productivity and efficiency of the team.

What you'll bring:
Bachelor's degree in Computer Science or equivalent degree in a technical or related field is preferred.
5+ Years of experience leading a global customer support team supporting SaaS products
Strong technical background in SaaS and enterprise applications
Demonstrated experience managing and scaling a customer support team
Deep knowledge of established and emerging customer support practices
Strong knowledge in integration of Networks including: LAN, WAN, 10/100/Gig Ethernet, Firewall, and TCP/IP.
Experience with enterprise video implementations and support a plus
Excellent communication skills both written and verbal.
Enthusiastic self-starter and excellent team player
Multi-tasking ability, analytic and problem-solving skills

A little about us:
Fast paced, high energy and collaborative environment
Flexible hours and 4 weeks of PTO to enjoy life!
Competitive compensation, stock options and generous benefits
Monthly catered lunches and well stocked snacks
Wellness initiatives and game nights to keep the mind and body healthy

Vbrick Systems, Inc. is an Equal Opportunity Employer