Abstract is a design workflow platform for teams to version, manage, and collaborate on Sketch files. Since launching in July 2017, over 5,000 design teams across 75 countries have adopted Abstract, including teams from Shopify, Cisco, Intuit, Spotify, Salesforce, Instacart, OpenTable, and more.
At Abstract, we are actively working to build a diverse and inclusive organization. Here, diversity includes age, economic class, educational background, ethnic variance, familial status, gender, gender expression, gender identity, marital status, national origin, religious affiliation, sex, sexual orientation, transgender status, or veteran status.
Abstract is headquartered in San Francisco but many of our teams and roles are remote-first (US-based only at this time). If you have a passion for rolling up your sleeves, building new programs, and have a strong, team-player mentality, we’d love to hear from you!
At Abstract, we prioritize cross-functional collaboration to elevate the voices and needs of our customers. Because we prioritize the voice of our customers when we make business, design, and product decisions, our support team has become an essential aspect to the foundation of our business. Now, we’re looking to hire a Director of Customer Support who can further prepare our team and strategically lead our customer support initiatives as we continue to scale.
The Director of Customer Support will be responsible for the operational performance of the team—including product support, technical support, and the support leadership team that reports under you. We particularly need a leader with significant experience leading technical support operations as they scale and who is passionate about using customer support as a means to transform and elevate the business..
In this role, you will have the opportunity to collaborate closely with our valued customers as well as other departments within the company—including Engineering, Product, Account Management, People Operations, Marketing, and Sales to ensure your team is able to provide human-centric support with quick resolutions to our customers. A successful hire will thrive in a fast-pasted, dynamic environment, is able to easily adapt to change, is self-motivated, and able to make decisions independently. You love teamwork and are commitment to building a world-class, enterprise-class global customer experience alongside your team.
As our ideal candidate, you are:
- Passionate and knowledgeable about customer experience and service. You have a global mindset and empathy for customers and the impact of using our solution correctly can have on their success.
- Leader with strong technical skills. You have experience growing teams that have supported technical products.
- Experienced building out technical support systems and processes: You have hands-on experience building, integrating and scaling support systems that drive process efficiencies and customer insights.
- Passionate about doing what’s right for our customers: You approach this role with a sense of urgency. You have rules and processes, yet know when to bend or go the extra mile to do the right thing for our customers.
In this role you will…
- Implement a strategy to provide customer support via multiple channels—such as email, chat, video, text, phone calls, and/or on-site support.
- Direct the implementation and maintenance of support documentation, workflows, and adherence to established support processes.
- Incorporate key operational and service-level benchmarks into workflows while driving process and efficiency improvements.
- Maintain organization-level visibility of critical customer issues by working cross-functionally to remove blockers to customer success.
- Collaborate across the organization to ensure all parts of the organization maintain alignment and continue to evolve as we grow.
- Evaluate and implement the tools, processes and organizational support needed to provide this world class service while improving cost-to-serve metrics.
- Hire train, and coach your team, such that they consistently set a standard for the experience they give our customers, are fulfilled by their work, and have a strong understanding and plan for their careers
You have..
- Managed multiple tiers of front-line technical support teams and their leadership from each stage of employee experience—including recruitment, on–boarding, training, mentoring, and conflict resolution.
- Built, implemented, and scaled world wide customer support operations via multiple channels—including email, chat, video, text, phone calls, and/or on-site support.
- Directed the implementation and maintenance of internal documentation around customer insights, support workflows, and product documentation.
- Configured and managed Zendesk—and its essential integrations like JIRA and Salesforce—as an administrator.
- Superior verbal and written communication skills adaptable to a variety of audiences.
Benefits
At Abstract, we offer resources that emphasize personal and familial well-being. We provide 99% healthcare coverage, including dental, vision, and life insurance. We offer 10 weeks parental leave, unlimited paid-time off, and flexible working arrangements. Additional perks include dependent care and health care FSA as well as commuter benefits for SF office employees.
To help employees plan for the future, we’re able to offer competitive pay and a 401k.
We are a distributed team and we are able to offer US-based remote employment for most roles. We offer travel opportunities for company meetings, team meet-ups, and the occasional conference.
Notes
Though we are a distributed team, we’re currently only able to hire US-based candidates.
As part of our security protocols, offers are contingent on successful completion of a background check.
