We’re seeking an analytical and high-energy operations professional to lead our growing Account Support team here at Direct. Although this is a Director-level position, we still encourage ambitious individuals currently holding a lower title to apply, provided they have considerable experience in customer service, a proven track record of managing subordinates, and are motivated to move up the ladder (which would occur in the process of joining our Company).
At a high level, the Director of Account Support (“DAS”) is a knowledgeable, organized, outgoing, and technical operations leader who naturally possesses and expresses both strategic and tactical points of view. They think long-term, but also bring a sense of urgency. They mobilize resources to solve problems quickly, and they think outside of the box to ensure initiatives are executed on time. Teams they lead just get it done!
To that end, the Operations department at Direct includes both a proactive Customer Success ("CS") team primarily focused on helping customers reach their goals with our product, and a reactive Account Support ("AS") team primarily focused on helping customers resolve their issues with our product. The DAS is dedicated to the latter, responsible for not only overseeing and contributing to their subordinates day-to-day efforts related to the AS issue lifecycle, but especially for spearheading the crafting, coordination, implementation, and ongoing maintenance of relevant core tools and systems, SOPs, and resources that will yield a high impact with customer retention and satisfaction (“major AS efforts”).
Alongside the Director of Customer Success (“DCS”), the DAS is a key contributor to the Company’s Operations department. Charting out major AS efforts, advising on when related tasks and subtasks need to be started and completed by, and ultimately ensuring the efforts are carried out requires a true understanding of product, process, and team inefficiencies and deficiencies. It is therefore critical the DAS demonstrates a willingness to roll up their sleeves and get into the trenches with their subordinates, draw insights and seek guidance from colleagues internally, and conduct independent research through online resources, meetups, industry peers, mentors, and more.
Reporting directly to the Chief Executive Officer, the DAS will aid in the Company’s strategic operational direction, help to drive innovation from an AS systems and process perspective, and work cross-functionally with members of the Product and Engineering teams in order to ensure the features we have available for use are in a stable, working state. This is a highly influential and impactful senior role where both collaboration and independence are essential to success. And, aside from the potential for future increases in base salary pay upon high performance, there is a path to a VP title if both the Company and the DAS are ready for it.
1. Leading the AS team
2. Spearheading major AS efforts
3. Tracking AS team KPIs
Interested in the role? Send your resume to firstname.lastname@example.org, and we'll be in touch!