Director of Support Operations & Enablement
Who We Are:
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.
About the Role:
The Director of Support Operations and Enablement is a critical component of the Support leadership team at KeepTruckin. This leader will oversee two teams. The first is Support Operations, which is focused on driving rep efficiency through technology and process, while ensuring proper staffing and scheduling. The second is Support Enablement and QA, which is focused on proper training across Support and ensuring consistent quality. We are looking for a leader who has successfully scaled Support teams, shown improvement and consistency in CSAT and is relentlessly looking to improve quality and efficiency through scalable means.
What You'll Do:
- Operations: Own the technology stack for the Support organization
- Current stack: Salesforce Service Cloud, Genesys phone system, Confluence, and backend tools/systems
- Identify issues by regularly gathering team feedback and having a constant pulse on the proper metrics, produce scalable/repeatable/automated solutions, drive implementation to completion, then track/measure outcomes to confirm impact
- Ensure proper staffing by accurately building forecasts, adjusting shifts/queues, raising issues, and working tightly with Recruiting
- Continually improve the phone experience to deflect inbound volume while providing a high quality experience
- Investigate and launch new tools, like AI, chat and more
- Enablement & QA
- Own all new hire and ongoing training for the organization
- Deeply understand our CSAT details and drive opportunities for improvement
- Track and measure impact based on trainings and QA effectiveness
- Partner with Support leadership to drive change and hold teams accountable
- Build strong relationships with Product, Marketing and other teams to ensure we collect the right info for training and distribution to Support
What We're Looking For:
- 5+ years building and managing customer support teams, preferably in the SaaS space
- Technical background: Directly launched phone systems, built WFM tools, etc
- Highly organized and process/metrics driven
- Comfortable working in a fast-paced environment
- Strong data analysis skills
- Detail oriented and well organized
- Can communicate complex issues/processes with simplicity
- Thorough experience optimizing Service Cloud preferred
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
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