Director of Technical Support

| San Francisco
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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 Technical Support is a critical component of the Support leadership team at KeepTruckin.  This leader will oversee the Tier 2 and Tier 3 Support teams and work closely with Product and Engineering.  The product is complex as KeepTruckin has multiple hardware products, interacting with a mobile app and web dashboard.  A strong candidate will need to be very comfortable diving into technical issues, translating Engineering jargon, mentoring both hardware and software support engineers, while putting the customer’s experience at the forefront.

What You'll Do:

  • Ensure any escalated issues are resolved quickly and with high customer satisfaction, and engaging with customers when needed
  • Continue to speed up resolution times through accountability, enablement, launching tools, building processes and more
  • Build a strong partnership with Product and Engineering to raise issues quickly and fix/address long-standing and urgent issues 
  • Mentor, lead and grow a technical team across multiple locations and specialties
  • Ensure proactive communication with the rest of Support, Product, Engineering and other relevant teams on metrics, changes, updates, etc.

What We're Looking For:

  • 5+ years building and managing customer support teams, preferably in the SaaS space
  • Technical background: math/science degree or experience equivalent
  • Passion to help customers through simple and repeatable means
  • Comfortable working in a fast-paced environment
  • Strong data analysis skills
  • Detail oriented and well organized
  • Can communicate complex issues/processes with simplicity
  • Can build and execute strategy and also deal with one-off customer issues
  • Experience with Salesforce Service Cloud a plus

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. 

Please do not let an arrest or conviction record prevent you from applying for employment at KT. KT considers qualified applicants with arrest and conviction records.

Please review our Candidate Privacy Notice here.

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Location

Our headquarters are located in the heart of the city’s bustling South of Market (SOMA) neighborhood, a short walk from major public transit lines.

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