Customer Support Director

The Role
We are looking for a people-management obsessed Director of Customer Support to lead Digit’s stellar customer support team as we grow. In this role you will manage managers and help us scale the CS team while supporting our team members excel in both their role and in their overall professional development. This role reports to our Head of Customer Support.

What You’ll Do

  • Scale a smart, empathetic and tight CS organization rapidly delivering best in class support to Digit’s member base
  • Provide actionable and ongoing career development for both managers and Support Heroes
  • Manage managers and be a resource and connection for the rest of the support team
  • Deliver on Digit’s CS performance metrics across all our support channels
  • Prepare and deliver performance dashboards
  • Partner cross functionally with product, engineering, business operations, compliance, legal and marketing as needed
  • Work to design, develop and implement support policies and procedures for all support channels
  • Take escalated member calls and emails as necessary

Who You Are

  • Expert at support people management with proven experience growing and managing a high performing CS team
  • Data driven – you use data to manage your team and support your decision making
  • Phone support skilled – you’ve managed teams in live phone support environments and know how to speak AHT, abandonment, FCR and the rest of the key call center performance metrics
  • Skilled at cross functional partnership and able to ask for what you need to move your team forward
  • You’ve been in the CS game for a while and have managed CS teams for at least 5 years
  • Ready to go – to grow the team, to work in a super fast moving environment and to keep your team on track through an ever changing start up landscape
  • Comfortable rolling up your sleeves when something that may exist at a bigger company isn’t available at a start up