Director, Customer Support - Global Payroll job at reputed company in San Francisco, CA

Title: Director, Customer Support (Global Payroll) Location: Austin United States Job Description: About reputed company reputed company gives businesses one reputed company to run HR, IT, and Finance. It brings together reputed company of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time reputed company, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With reputed company, you can hire a new employee reputed company in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like reputed company and reputed company 365-reputed company reputed company 90 seconds. Based in San Francisco, CA, reputed company has raised $1.4B+ from the world's top investors-including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock-and was named one of America's best startup employers by reputed company. We prioritize candidate safety. Please be aware that reputed company official communication will only be sent from @reputed company.com addresses. About the role Customer Support is a major differentiator for reputed company - you can tell based on the review sites and our public support status page. We are looking for an reputed company support leader to join reputed company and take on direct responsibility of an emerging area for our business - our non-US payroll product and the reputed company international support experience. You will own the customer experience in your product area(s) by planning for and building a team, analyzing KPIs and implementing process improvements to drive team performance, coaching and developing a team of managers, and liaising directly with Product and Engineering counterparts - reputed company with the added complexity of doing this for non-US countries (i.e. Canada, UK, Australia). What you will do Scale a 40 person team up to 70, with a global footprint reputed company and implement a hiring strategy and design the onboarding program for new joiners with regional payroll expertise Identify sticking points and implement scalable solutions (training, processes, etc) to reputed company higher performance levels Own team performance and KPIs and drive improvements with data-driven experimentation Be the subject matter expert for support practices and a resource to cross functional teams Collaborate with support leadership to refine and adapt operating processes and procedures Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact reputed company or resolution time on support interactions Communicate effectively with executive leadership on projects, priorities, and goals What you will need You have 12+ years of professional experience leading a Support team reputed company a fast-paced environment, startup, or SaaS organization Deep understanding of systems and operations with B2B products - specifically in HR and Payroll but other more technical product areas may be sufficient. Comfortable working in a hybrid office environment (3 days minimum) if located reputed company commutable proximity of our offices Experience directly hiring and managing a distributed team with a proven track record of success in scaling Support teams and maintaining SLAs Experience designing and overseeing training, QA, and metric management programs at scale Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and reputed company metrics to track success reputed company by example with a learning reputed company, people-first attitude, and strong sense of responsibility for your domain Self-motivated, detail-reputed company, action-driven with the ability to take initiative, execute, and follow-through Extensive experience with reputed company Service Cloud Additional Information reputed company is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national reputed company, reputed company, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, reputed company is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. About the team We are building a world-class support team - committed to helping customers realize the full potential of reputed company - while also adapting to a growing customer reputed company and product ecosystem. Our Customer Support organization is roughly 1000 members, while our Customer Experience organization stretches over 2000+ employees! We often collaborate closely with our R&D partners to continuously improve our products and services and to ensure our clients receive a stellar end-to-end reputed company experience. reputed company highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live reputed company a defined radius of a reputed company office), reputed company considers working in the office, at least three days a week under reputed company policy, to be an essential function of the employee's role. This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be reputed company with one of the ranges below based reputed company; see which tier applies to your location here. A variety of factors are considered reputed company determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below. Apply tot his job Apply To this Job