Director of Customer Support - Hybrid: Leading a High-Performing Team to Deliver Exceptional Customer Experiences in a Dynamic SaaS Environment

Join Tapcheck: Revolutionizing Financial Wellness and Business Productivity At Tapcheck, we're on a mission to transform the way people access their earnings and improve financial wellness. Our innovative digital platform offers an easy and convenient way for employees to access their on-demand earnings, eliminating the need for high-interest payday loans or employer-funded cash advances. We're a team of passionate individuals dedicated to making a positive impact on people's lives and driving business productivity. About the Role: Director of Customer Support (Hybrid) We're seeking an exceptional leader to join our team as the Director of Customer Support. As a hybrid role, you'll have the flexibility to work from our Plano, TX office three days a week, while still being part of our remote-first culture. As a Director of Customer Support, you'll be responsible for developing and executing a strategic support roadmap that enables excellent service, quality, and cost reduction within key channels. You'll lead a high-performing team of managers and support agents, fostering a culture of customer-centricity and excellence. Key Responsibilities: Develop and own an overall strategic support roadmap that enables excellent service, quality, and cost reduction within key channels Collaborate with Senior Leaders to develop and implement strategic objectives that drive business growth and customer satisfaction Identify and evaluate state-of-the-art technologies to enhance customer support operations and improve efficiency Work with 3rd party vendors and internal stakeholders to deliver an outstanding customer experience across multiple touchpoints Collaborate with cross-functional teams to define and implement workforce management strategies, including forecasting customer demand, optimizing staffing levels, and creating efficient scheduling processes Implement and maintain quality assurance programs and processes to monitor and evaluate the performance of customer support teams Develop and analyze key performance indicators (KPIs) to assess the effectiveness and efficiency of customer support operations, providing regular reports and actionable insights to senior management Lead a team of managers, providing guidance, coaching, and mentoring to drive professional growth and enhance team performance Foster a culture of customer-centricity and excellence within the customer support department, promoting a positive and collaborative work environment Collaborate closely with functional teams, such as Customer Success Management, Sales, Product Management, Engineering, and RevOps, to align customer support initiatives with overall business objectives and enhance customer satisfaction What You'll Bring: 10+ years of experience building and managing high-performing B2B & B2C Customer Support teams in a multi-channel environment, including managing managers 5+ years of experience in a SaaS-based organization with demonstrable achievements in end-user support that enables adoption and use of the software Experience in live channel support, including chat-based support, to help end-users in real-time while balancing average speed of answer and cost efficiency Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways Demonstrated ability to develop and maintain C-level relationships and drive successful outcomes across multiple stakeholders Proficiency working with globally distributed teams and remote engineering organizations, and driving successful outcomes across multiple time zones Ability to work out of the Plano, TX office 3 days per week Our Culture and Values: At Tapcheck, we're guided by our core values that direct our decisions and anchor our actions. We consider these values non-negotiable, especially when it comes to our hiring process. Humility: We value team players who are down-to-earth, respectful, and open to learning from others. Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. Why Join Tapcheck? We're committed to providing a comprehensive benefits package that supports your overall well-being and career growth. Competitive base salary Paid Time Off Health, Dental, and Vision Insurance 401K Match Career Growth Opportunities: As a Director of Customer Support at Tapcheck, you'll have the opportunity to drive business growth, develop high-performing teams, and shape the customer support strategy. You'll be part of a dynamic and innovative company that's changing the way people access their earnings. Our culture is designed to support your professional growth and development, with opportunities for mentorship, training, and career advancement. Equal Employment Opportunity: Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Don't Hesitate, Apply! We value a great attitude and a willingness to learn above all. If you're a motivated and experienced leader looking to join a dynamic team, submit your application today! Don't worry if you don't meet every single requirement – we're excited to hear from you. Apply for this job