Director of Support

About Level

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart community with technology that is simple, intuitive, useful, and invisible. Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities.

At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem. 

Role Summary

Level provides product and customer support to staff and residents of multi-family residential communities. Support is provided to residents via remote troubleshooting for software support, as well as on site visits from our pool of professional technicians for hardware related support. The Director of Support provides strategic and operational leadership of all aspects of the Support department, including Tier 1 - 3 agents and support engineers. This role will provide hands-on leadership in coaching, process and system design, and workflow design in order to provide high quality support to our consumer and business customers. This leader will create a high performing Support team that provides fast response and resolution times, as well as excellent customer satisfaction scores. This position reports into the Vice President of Operations and Customer Success. This is a new position and represents an exciting opportunity to build robust processes, systems, and standards that will help enable Level’s business growth and scale over the coming years.

Responsibilities

• Provide daily leadership of the Support team function, getting hands-on when needed to help resolve troublesome cases, and proactively manage Support outcomes and metrics.
• Design, improve, and manage Support workflows and playbooks, ensuring that cases are managed in a timely and effective manner from start to resolution.
• Lead the team of managers, Tier 1 - 3 support agents, and support engineers, coaching them to improve their skills and capabilities while developing their careers.
• Encourage the build-out of a robust internal knowledge base to improve support outcomes.
• Evaluate existing systems and processes to produce a roadmap for improvement and development of modern, automated, and self-serve support capabilities and standards.
• Create and manage cross-group standards for managing production incidents, involving strong collaboration with Engineering and DevOps, and providing high quality communications to Operations, Customer Success, Sales and our customers.
• Leveraging knowledge from customer experiences, take initiative to influence the product roadmap to prevent issues from occurring and improve the overall customer experience.
• Manage the support budget and resources, optimizing costs while providing high service quality. 

Qualifications and Success Characteristics

• 8-10 years of experience in a Support or related function for software platforms or technical product suites, including 5+ years of people management. Experience w/ B2B2C or B2C models is a plus.
• Strong analytical problem solving skills, and demonstrated ability to collaborate well with engineering teams.
• Leadership skills, including a demonstrated ability to create and execute against a strategic vision and develop a high performing team of Support professionals.
• Comfortable working in a startup environment, have the ability to deal with ambiguity and create structure from the ground up.
• Experience with on-site support scenarios and support of IoT devices and software platforms is a plus.
• Experience managing support engineers, and an ability to decipher and troubleshoot technical issues.
• Experience with outsourced support vendors, preferably with an international footprint providing Support to US based customers.
• Strong desire to lead a high impact role, do the work to build a high performing Support team and contribute to our company values of Quality, Growth, Team, and Care.
• Team player with a collaborative mindset and the ability to work effectively with cross-functional teams.
• Can travel for business purposes up to 15% of the year.

Disclaimer

This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is “at will,” meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship.

Last updated on Aug 20, 2024