Director of Customer Support
Propeller
Customer Service
Denver, CO, USA
Posted on Dec 13, 2024
Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.
Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.
Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
- Department
- Customer Success
- Employment Type
- Full Time
- Location
- Denver, CO
- Workplace type
- Hybrid
- Compensation
- $140,000 / year
- Reporting To
- David Topham
Your Mission
Reporting to the Director of Customer Success, you will lead and grow Propeller Aero’s global support function, which includes Customer Service, Hardware Support, and Technical Support teams. These teams provide Tier 1 to Tier 3 reactive support across phone, email, and chat for Propeller’s software, hardware, and endorsed third-party hardware.
Located in the US, Australia, and the Philippines, the teams collaborate closely with Customer Success and Data Success to deliver a seamless customer experience.
- Customer Service: Handles Tier 1 software support and triages requests via email and chat.
- Hardware Support: Troubleshoots Propeller’s manufactured and supported hardware.
- Technical Support: Provides Tier 2 and 3 support for software platform and dataset issues.
Your mission is to mentor, coach, and lead these teams, fostering a strong, collaborative culture while defining effective support processes. You'll ensure the team delivers exceptional support, resolves escalations, meets goals, and maintains high customer satisfaction. You’ll ensure that what we are promising to our customers can be delivered, and what we deliver is what we promised.
Learn more about your future team HERE!
Your Responsibilities
Learn more about your future team HERE!
Your Responsibilities
- Responsible for the day-to-day alignment, enablement, coaching, and oversight of our Customer Support function
- Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
- Establish clear expectations and hold the team accountable for performance, achieving objectives and driving impact.
- Ensure all customer support requests are dealt with promptly and professionally and our customer satisfaction scores are consistently rated high.
- Ensure the team is up to date on product, process, and business changes and is connected to Propeller’s culture and ways of working.
- Analyze customer feedback and data to identify trends, areas for improvement and opportunities to enhance the customer experience.
- Use procedures, policies, data and insights to continue to enhance our Customer Support function
- Develop and implement a comprehensive customer support strategy.
- Develop and implement customer service policies, procedures and standards to ensure consistent and high quality service delivery.
- Monitor and assess customer service performance metrics, such as response time, first contact resolution rate and customer satisfaction scores. Implementing corrective actions as needed.
- Stay informed about industry trends, best practices and emerging technologies related to customer support and proactively recommend improvements.
- Lead, Coach and Mentor a high-performing team
- Actively manages team resourcing and capacity, understanding team workload and prioritization of business needs.
- Support direct reports in creating individual quarterly goals tied to the global Customer Success team’s quarterly goals and company goals.
- Works with each team member on their professional development goals and can clearly communicate each team member's strengths and development areas.
- Contributes to the strategic direction of the global Customer Success team and helps to sort- and long-term priorities.
- Partner with the Director of Customer Success and People teams to hire new team members as needed.
- Partner with Product Managers to surface collective customer feedback along with any questions or concerns coming from your team.
Your Skills
- You’re an exceptional coach and mentor and have at least 3-4 years experience in a Customer Support management role where you’ve managed a globally dispersed, high-performing, technical, customer-facing team across multiple support functions.
- You’re a natural leader with an ability to unite multiple teams under 1 goal. You’re looking to take our support teams from good to great by identifying to biggest opportunities and driving to achieve them.
- Strong understanding and proficiency in customer support metrics, methodologies and best practices.
- Proficiency in analyzing data, tracking KPIs and using insights to improve customer support operations and policies.
- You have previous experience being an escalation point for a variety of customer-facing issues with a technical software product. You know how to think outside the box to find the best solution for everyone.
- Prior experience managing and administering support and ticketing tools such as Zendesk or Intercom.
- You understand how to deliver feedback in a constructive and productive way, and you have a history of successfully acting on and implementing feedback that you have received.
- Prior experience hiring and onboarding/training new team members and managing a global, remote team.
- Experience creating and implementing end-to-end customer-facing processes that improve team efficiency and customer satisfaction.
- Great interpersonal skills: you have the ability to gel with our customers, collaborate with your team members, and thrive in a rapidly-changing environment as the business grows and scales.
- You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your team or their customers.
Bonus points for:
- Industry experience in either mining, civil construction, landfill, or aggregates.
- Knowledge of remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.
Benefits
- Fully paid employee United Platinum PPO medical, dental, and vision coverage
- 20 day paid vacation time per year with no accrual or carryover cap
- Employee share options
- Professional development budget and leave
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Hybrid work arrangements and WFH equipment provided
The salary range offered for this role is up to $140,000. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.
About Propeller
Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you.
Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!
If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!
Our Hiring Process
Can't see the right role for you? No worries! Just complete the form below to express interest in opportunities at Propeller Aero. Tell us as much about yourself as you like and we'll reach out when a role that suits your interest comes up. Select as many areas of interest as you like in the "Teams" section. We look forward to hearing from you!