Spindlemedia | Starting at $120,000
Steph's Notes:
"We share your values: a dedication to Texans" is an...unexpectedly short list of values.
No wait, they also value freedom, initiative, and open communication. Phew. I was worried.
I'll take "What job description was written by AI?" for $600, Alex!
Original Job Description: Director of Customer Support
Company Description
Join Spindlemedia, a pioneering force in cloud-based property tax collection and accounting software and bring your vision and leadership to our rapidly growing team. With over 25 years of dedication to Texas tax offices, we’re at an exciting juncture, combining the stability of an established company with the dynamism of a tech startup. At Spindlemedia, we value freedom, initiative, and open communication.
We're seeking a Director of Customer Support who's ready to elevate our customer service to new heights, ensuring an unparalleled experience for tax office employees and taxpayers alike.
Role Description
This is a full-time remote role for a Director of Customer Support. The Director of Customer Support will be responsible for leading and managing the customer support team, developing and implementing strategies to improve customer satisfaction, analyzing customer feedback and data, overseeing technical support, and ensuring high-quality customer service. While this is a fully remote job, the ideal candidate lives in Texas. Occasional travel may be required (visiting tax offices in Texas 5-10 times per year).
Core Responsibilities:
- Develop and implement customer service policies and objectives, ensuring alignment with company goals.
- Craft and realize a vision for industry-leading customer service.
- Lead and grow the Customer Support Leadership team, fostering a culture of excellence and continuous improvement.
- Assess current systems and processes, identifying and implementing enhancements to boost service quality and customer retention.
- Establish and uphold performance standards to exceed service goals.
- Enhance data accuracy and usability, managing dashboard creation and key metric reporting to executives.
- Analyze performance data, identifying trends and areas for improvement.
- Contribute to strategic planning with informed analysis and insights.
What We’re Looking For:
- Exceptional interpersonal skills, establishing trust and effective partnerships through superior oral/written communication.
- Bachelor’s degree or 7-10 years of relevant experience in high-volume customer support leadership.
- Ability to manage and lead a team remotely.
- Demonstrated success in designing and managing customer support operations, driving exceptional customer experiences and profitable outcomes.
- In-depth understanding of customer experience dynamics within a local government setting.
- Proven expertise in establishing and meeting operational KPIs in line with organizational values.
- Strategic thinker with a strong customer focus and awareness of broader business impacts.
- Ability to develop strategies, influence senior leadership, and persuade across multiple business areas.
- Exceptional team leadership skills, with a history of inspiring and developing high-performing teams.
- Experience with the Texas property tax system is a plus.
- Strong problem-solving abilities.
Join Us:
If you're ready to steer our customer support team towards groundbreaking success and resonate with our values of innovation, growth, and collaborative achievement, we'd love to hear from you. Apply today and take the first step in shaping the future of customer support at Spindlemedia.
Spindlemedia offers competitive pay, 401(k), and health insurance.
Benefits:
- 401(k)
- Health insurance
- Health savings account
- Paid time off
