Senior Director, Customer Support

FranConnect is the leading franchise and multi-unit management software provider. For 20 years, the FranConnect platform has served as the sales, operations, and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit www.franconnect.com.

FranConnect is searching for a talented and energetic leader to run its Customer Support Team. This leader will oversee a small team (currently 5 support reps) working US business hours that answers questions and solves customer issues. Many questions/issues require deep understanding of the FranConnect Platform and of common Internet services (e.g., Web, Email, DNS). The leader of the team must have sufficient technical skills to advise the team, leadership skills to motivate and challenge the team, and a passion for customer service. The Sr. Director will manage to SLAs, and will also ensure that the qualitative aspects of the team’s output meet customer expectations, Additionally, the Sr. Director will be called upon to work with the most demanding customers, handle escalations, etc. and will be comfortable presenting to FranConnect Management & Executives.

We are only considering local candidates to our HQ office. Senior leaders are required to be in the office three days per week - Tuesday, Wednesday, and Thursday.

Primary Duties & Responsibilities

• Manage the Customer Support team and ensure that KPIs are aligned with the company’s overall strategic goals.
• Continuously evaluate the customer experience and make suggestions for / implement improvements.
• Direct management of the Customer Support personnel, including individual growth, team motivation, performance management, etc.
• Work with other customer-facing functions to provide a seamless customer experience from sales to implementation to support.
• Recognize potentially dissatisfied or under-served customers and proactively take corrective action as necessary.
• Oversee customer issues and ensure effective, long-term resolution. This includes working with the Product & Technology teams to prioritize enhancement requests and resolutions to defects/issues.
• Work closely with tier 2 support team (engineers based in India) for resolution of the more technical problems.

Who is our ideal candidate?

To succeed in this role, you will have experience leading a Customer Support team in a SaaS environment. You must have prior success working with demanding and high-profile customers. The ideal candidate will have a critical-thinking mindset, with the ability to see patterns in behavior. You will be able to grasp the complexity of a broad platform that supports a wide scope of functions and customers in range of vertical markets. You will have proven leadership skills including examples of how you recruit, motivate, and retain a high functioning team. You will have a history of making data-driven decisions to incrementally improve processes and techniques with the end goal of improving the overall team productivity and customer satisfaction.

Requirements

• 5+ years progressive experience leading and scaling tiered Support Teams, ideally within a fast-paced environment or SaaS organization.
• Experience working with complex applications, preferably web-based.
• A true passion for ensuring a positive customer experience and leading teams to implement necessary changes.
• Ability to operate at both the strategic and tactical levels. While we need a leader who can see the big picture and drive for long-term growth and success, we also need somebody who can go deep into problems, see patterns, develop solutions, and help implement them.
• A collaborative nature and great oral and written communication skills.
• Ability to work under pressure while remaining calm, with a professional demeanor.

Preferred Experience

• Good understanding of high-level internet concepts – HTTP, DNS, email/spam prevention, etc.
• Prior experience supporting database-heavy applications.