Director of Customer Support

Reports to: COO

Location: 100% remote, USA-based only

Company Summary

Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of writing, publishing, and selling books and audiobooks on major platforms like Amazon and Audible. We are thrilled to announce that Publishing.com has been recognized as the 19th fastest-growing private company in America for 2023, according to the prestigious Inc. 5000 list. Over the past two years, we've experienced an incredible 30% year-over-year growth and expanded our team by 500%. Recently, we hit a major milestone by helping 60,000+ students through our programs.

Our mission is to become the premier destination for all publishing-related needs. In line with this vision, we are excited to announce the launch of our latest innovation, Publishing.ai, a software designed to revolutionize the publishing industry further. This year marks a significant milestone in our journey toward achieving our goal, as we continue to expand our offerings and support our community of publishers.

About The Role

As the Director of Customer Support, you will spearhead our transition from a 5-day-a-week helpdesk to a 7-day or even 24x7 global service desk, ensuring that we provide top-tier support to our customers around the world. This hands-on leadership role involves direct oversight of our Intercom ticketing and chat systems, VIP support, SaaS technical support, community engagement, and the management of customer testimonials and reviews. You will be critical in resolving customer support issues and using these insights to continuously improve our support desk.

Responsibilities

Guide the expansion of our helpdesk to a 365-day global service desk, adapting our operations to meet the needs of international customers across various time zones.

Develop and implement robust support strategies in collaboration with the VP of Customer Success to enhance customer retention and satisfaction.

Provide hands-on leadership in the daily operations, taking a proactive role in managing critical support functions and engaging directly with team members and customers.

Set high performance expectations and drive the support team to meet ambitious service goals, while leading efforts to scale the team appropriately as our operations expand.

Optimize our ticketing and chat systems to ensure efficiency and effectiveness in handling customer inquiries.

Deliver exceptional service to VIP customers and actively manage our user community to foster strong relationships and positive customer experiences.

Personally engage with customers to understand and resolve their frustrations, using these interactions as opportunities to improve our services.

Identify gaps in support and troubleshoot issues swiftly, ensuring effective resolution of complex customer challenges.

Regularly assess our support services and offerings, making strategic recommendations for enhancements to keep pace with customer needs and business demands.

Monitor key support metrics and produce detailed reports to inform strategic decision-making and improve overall service quality.

Work closely with technical teams, customer success, and other departments to ensure a cohesive support experience for all customers.

Requirements

At least 10 years of experience in customer support or service management, with a minimum of 3 years in a leadership role managing significant teams or operations in a SaaS company.

Recent experience leading a rapidly scaling diverse, global team of customer support agents, each managing different responsibilities and working with various systems.

Hands-on experience with ticketing systems such as Intercom, Zendesk, Freshdesk, ServiceNow, or similar.

Strong familiarity with SaaS products and the technical support challenges associated with them.

Proven ability to lead support operations and drive customer satisfaction in a global, 24x7 environment.

Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.

Deep understanding of phone support management.

Hands-on leadership skills with a focus on team management and problem-solving.

Exceptional communication, interpersonal, and organizational skills.

Why Publishing.com?

At Publishing.com, our dedication to our mission and core values isn't just talk; it's reflected in how we treat our team. We believe in nurturing our employees' well-being, supporting their families, and empowering them to contribute to their communities. Here's how we stand out:

Recently recognized as #19 on the Inc 5000's list of Fastest Growing Private Companies in America for 2023

We are a completely remote team located worldwide with 100+ employees

We have great benefits including paid time off (PTO), competitive health, vision, and dental benefits, 401k, and team socials...yes, even remotely

We care about our culture deeply and live by our company values (1) Service that WOWs, (2) Ultimate Team Player, (3) Great Freakin' Attitude, (4) Billion Dollar Standards

We encourage learning, growth, and continuous improvement and create meaningful programs to support our employees' professional development

If you want to join a team on the ground floor, this is your chance: we are expanding beyond being an education company to become the one-stop shop for all your self-publishing needs*Some benefits are available to our US-based employees only.

At Publishing.com, we're dedicated to assembling teams as diverse as a kaleidoscope and fostering an atmosphere as warm as your favorite coffee shop. We understand that the job application process can sometimes feel daunting, but we’re here to offer our support. Don't hesitate to reach out with any questions or concerns about the hiring process – if you're interested in joining our ranks, we're eager to hear from you! Email us at if you need additional support.

We strive to seek out and support individuals from all different backgrounds recognizing your unique experience contributes to the richness of our collective knowledge. We are committed to fostering an environment where we learn from each other's beliefs and experiences and celebrate the differences that eventually will drive forward our innovation. We strive to ensure that every member of our team feels valued and respected, regardless of where they may be situated. Come be a part of our community – your talents and contributions are welcomed!