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Director of Customer Support

Remote: 
Full Remote
Salary: 
120 - 140K yearly
Experience: 
Expert & Leadership (>10 years)
Work from: 

Offer summary

Qualifications:

Proven customer support leadership experience., Experience in a SaaS environment preferred., Strong analytical and problem-solving skills., Exceptional communication and mentoring abilities..

Key responsabilities:

  • Lead and develop a high-performing support team.
  • Monitor and improve key support performance metrics.
  • Manage escalated customer issues effectively.
  • Collaborate across teams to align on customer needs.
Hearth logo
Hearth Scaleup http://www.gethearth.com/
51 - 200 Employees
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Job description

About Hearth

Hearth is a fast-growing Fintech startup that helps American home improvement contractors streamline their operations, grow their businesses, and succeed in a competitive market. At the intersection of cutting-edge financial technology and the home improvement industry, Hearth is transforming how small business owners access financial tools and solutions. With over 14,000 contractors and a rapidly expanding user base, we are on a mission to empower contractors and fuel their growth.

Backed by over $50M in funding from investors like 8VC, Founders Fund, and other Silicon Valley leaders, Hearth is scaling quickly with a team of ~200 employees and is poised for even greater success in the home improvement space. Join us and play a key role in our journey!

The Opportunity

As our Director of Customer Support, you will play a pivotal role in shaping the support experience for our customers. This is an exciting opportunity to lead a dynamic team, ensure the highest quality of customer interactions, and directly impact customer satisfaction, engagement, and retention. You’ll be responsible for driving continuous improvement in core support metrics, providing coaching and feedback to team members, and fostering a customer-first culture within the organization.

What You'll Do

  • Lead and Develop a High-Performing Support Team: Manage a team of customer support representatives, ensuring they consistently deliver exceptional service to our customers. Provide regular coaching, training, and feedback to help team members meet and exceed performance goals.
  • Monitor and Improve Key Metrics: Track and analyze key support performance metrics (e.g., response time, resolution time, customer satisfaction, first contact resolution). Implement strategies to improve these metrics and report on progress to leadership.
  • Quality Assurance: Review and monitor support interactions (via phone, email, chat) to ensure they align with Hearth’s customer service standards. Provide constructive feedback and identify areas for skill development.
  • Coaching and Development: Conduct one-on-one coaching sessions with support team members to help them build technical skills, improve communication, and resolve complex customer issues. Help foster a growth mindset and ensure ongoing professional development.
  • Escalation Management: Step in to resolve escalated customer issues, ensuring swift resolution and a positive customer experience. Provide support for complex or high-priority customer inquiries that require more advanced problem-solving.
  • Process Optimization: Continuously evaluate and streamline customer support processes to ensure efficiency and effectiveness. Implement new tools, workflows, or training methods that enhance the customer experience.
  • Cross-Functional Collaboration: Work with sales, product, and operations teams to ensure alignment in addressing customer needs and driving customer success.

Who You Are

  • Proven experience in a customer support leadership role in a SaaS environment, with prior experience leading a team in a fast-paced, tech-driven company.
  • Exceptional coaching, mentoring, and team development skills.
  • Strong analytical mindset with the ability to track performance metrics, identify trends, and implement data-driven improvements.
  • Excellent communication skills, both written and verbal, with the ability to lead customer conversations with empathy and professionalism.
  • Strong problem-solving abilities and a proactive, solution-oriented approach.
  • Experience with customer support tools (ex. Salesforce) is preferred.
  • Ability to thrive in a fast-paced environment and manage competing priorities.
  • Detail-oriented with a passion for delivering high-quality customer experiences.
  • A collaborative team player who is comfortable working cross-functionally with product, engineering, and sales teams.
  • Ideally, experience in the fintech or home improvement industries, though not required.

Our Core Values

Truth. We value honesty and data. We seek to understand what is reality, so we can effectively respond to it.

Slope. Rate of change over time. We hire and reward based on a team member’s potential, capacity, and growth-mindset, rather than a fancy resume.

Mutual Benefit. The best outcomes happen when everyone wins - customers, team members, and the company. We seek to understand each other’s aspirations and create alignment to get there.

Competitive Greatness. We desire an opportunity and environment from which to pull the greatest versions of ourselves out into the world, rather than just a “job”.

Location

This role can be remote or in a hybrid work environment based in New York

Compensation

In addition to the posted base salary range there will be a quarterly OTE

Benefits

  • Mission-driven, values-based culture.
  • Competitive pay.
  • Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
  • Unlimited PTO, plus paid company holidays.
  • Meaningful equity
  • Medical, dental, and vision options.
  • 401(k)
  • Free Employee Assistance Program
  • Parental Leave Program
  • Pet Insurance

More About Us

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.

The Pay Range For This Role Is

120,000 - 140,000 USD per year(remote)

Required profile

Experience

Level of experience: Expert & Leadership (>10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Problem Solving
  • Analytical Skills
  • Coaching
  • Collaboration
  • Detail Oriented
  • Team Building
  • Communication

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