First Due | No comp given
Steph's Notes:
Customer-obsessed and process-focused; willing to work nights and weekends where necessary to respond to the 24/7 nature of our work
This isn't necessarily a red flag given the nature of First Due's product (software for EMS and Fire agencies), but when I read this I thought for sure they'd have a great compensation package to go with this requirement!
But nope, they don't. They don't even mention benefits (either in the job description or anywhere I could find on their website). Not awesome!
Original Job Description: Director of Support
This is a remote position.
At First Due, a leading vertical SaaS technology company providing a best-in-breed end-to-end platform for Fire and EMS agencies, customers are the heart of what we do and every customer touchpoint matters. We are searching for an experienced leader to help us continue to build a best-in-class Support organization for our public safety customers across North America.
The ideal candidate is a great communicator, experience people manager, and process-driven leader with 10+ years of experience in leading successful, high-volume, and high-quality Support organizations for high-growth SaaS companies.
Position Summary
First Due’s Director of Support is a leader in building the First Due customer experience. As the leader of the Support discipline, the Director is responsible for ensuring all customer support tickets and requests are resolved, leading a multi-location support team, and building out scalable, measurable processes for customer ticket resolution as we continue to grow.
The Role
First Due’s Director of Support will:
- Lead and manage the Support team, made up of Support Team Leads and Support Engineers, both in the United States and in offshore locations. As a manager of managers, the Director will work with his/her Team Leads to ensure the team is adequately trained, coached, and given regular performance feedback to ensure they are equipped to provide exceptional service to First Due customers.
- Track and analyze all ticket data in First Due’s CRM, including ticket volume, time to response, time to resolution, resolution type, and outcome. Provide regular progress reports to First Due’s leadership team, proactively identifying any gaps or coverage issues and remediating as soon as possible.
- Develop and implement policies, SOPs, and workflows for the Support team that support our mission, commitment to customers, and high volume of Support. Workflows should drive efficiency, eliminate redundant work and error opportunity, and automate where appropriate to drive operational scalability and process transparency to customers.
- Work closely with the First Due Customer Success and Implementation teams to ensure a smooth handoff of customers after their instance goes live on First Due. Communicate with customers as needed during handoff and go-live.
- Build a robust onboarding and continuing education program for new team members, with measurable training and learning exercises to ensure all Support Engineers are ready and able to provide best-in-class service to First Due customers on all First Due modules. The Director will lead his/her Team Leads on staffing and will be responsible for hiring additional team members as needed.
Qualifications
- 10+ years of experience in frontline customer support, preferably at a SaaS company
- 5+ years managerial experience leading a SaaS customer success or support team and managing people; ability to motivate, coach, and provide feedback to teams
- Exceptional project management experience
- Customer-obsessed and process-focused; willing to work nights and weekends where necessary to respond to the 24/7 nature of our work
- Comfortable managing a high volume of work with simultaneous deadlines and projects
- Outstanding oral and written communications skills and experience interacting with customers
- Excellent communication skills, with the ability to communicate complex ideas effectively
- Demonstrated ability to build and maintain relationships with internal and external stakeholders
- Strong analytical skills with the ability to identify and solve complex problems
- Experience working remotely and managing remote teams
- Bachelor’s degree
- Public health and safety experience preferred but not required for the right candidate.
About First Due
First Due is re-imagining Fire and EMS by providing an all-in-one cloud platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, and Response, First Due is transforming fire departments through next generation technology and innovation.
Locality Media, Inc. is an equal opportunity employer. We do not discriminate and will take appropriate measures to ensure against discrimination and/or harassment in employment, recruitment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, national origin, ancestry, age, religion or belief, political affiliation, mental, physical, or sensory disability, medical condition, genetic information, pregnancy, retaliation, military or veteran status, marital status, family or parental status, sexual orientation, gender identity or expression, sex, or any other status protected by the laws or regulations in the locations where we operate. We will provide reasonable accommodations for applicants or employees for medical or religious reasons. We are committed to providing an environment of respect, acceptance, inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.
