Director of Support

Resi Media, LLC

3821 W 88th Ave

Westminster, CO 80031

 

Resi Media, LLC is a privately held technology company broadcasting content for thousands of churches and organizations around the globe.  The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

 

We are looking for a Director of Customer Support to lead and scale our support team for significant customer growth. In this role, you will own all support-related customer contact responsibilities, strengthen our existing workflows, and support career development for your team.  The ideal candidate is a big picture thinker with the ability to roll up their sleeves and get things done, while building effective working relationships with adjacent teams. If you are self-motivated, proactive, analytical, and enjoy improving efficiency and leading a team, we want to hear from you! 

 

Responsibilities:

  • Oversee and maintain a distributed team of technical customer support professionals who provide 24/7 support, which includes on-call
  • Conduct forecasting and capacity planning for a support structure to align with company growth and new products and services
  • Efficiently scale the business to meet customer growth and internal performance metrics with an emphasis on effective cost management
  • Review and own customer service strategy and improve on key metrics
  • Define customer service priorities and clearly communicate them across the company
  • Partner with the company leadership to align customer service department procedures and systems with business objectives
  • Provide feedback to the company leaders regarding service failures or customer concerns
  • Work with the Product and Engineering teams toward improvements to our products with the life of the customer in mind
  • Directly own management some projects
  • Oversee quality assurance programs to ensure service expectations are consistently met across all communication channels (Phone, Chat, Email, SMS)
  • Prepare performance reports by collecting, analyzing, and summarizing data and trends across each location
  • Continually evaluate company procedures to ensure that we are providing timely, fair, and consistent service to our customers in keeping with industry standards and evolving customer expectations
  • Identify opportunities for leadership development, coaching, and training, and ultimately build and maintain an empowering team
  • Embrace a feedback culture by setting clear expectations for direct reports through strong communication, goal setting, and performance management

 

Qualifications:

  • BA/BS degree in Operations, Analytics (Economics, Statistics), or equivalent experience
  • 6+ years experience managing customer support operations with proven track record of managing global or distributed teams 
  • Strong experience with cloud-based solutions for contact center,  help desk (phone, mail, chat, self-service portals), scheduling and workflow management
  • Excellent communication skills, including issue tracking, triaging, and escalations management
  • Demonstrated ability to interact across a broad range of organizational levels and functions
  • Experience working with and managing vendor relationships
  • Ability to work in dynamic and constantly evolving environments
  • Team-oriented attitude with a willingness to serve others as your customers
  • Willingness and ability to lead projects across-teams, bringing focus and clarity where initially there may be degrees of ambiguity
  • Audio/Video production experience a plus
  • Strong understanding of ownership, good judgement, good instincts, and high standards
  • Proficiency in Google Apps, Sheets, Docs, and web automation tools a plus
  • Up to 10% travel

If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience.

Apply Now

Email us your resume: [email protected]