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Posted 3 months ago

Sureify is a growing (~80-person) enterprise software startup that drives digital sales, service and customer engagement between insurance companies and their customers by incorporating web & mobile applications into the insurance product experience. Several well-known insurers (including Principal Financial, AAA Life, and Vantis) are using Sureify to help deliver modern digital experiences for their customers.

We are looking for a Customer Support Director to grow and lead our Customer Support team. You will partner with the Head of Customer Success to organize and manage a world-class support organization for Sureify. This is a great opportunity for someone with executive and/or entrepreneurial aspirations as you will work closely with senior management, product, sales, customer success, and other teams as we manage the growth of the company and our product line.

We are looking for someone who has seen how mature customer support teams operate thus can help Sureify mature our operations as we grow but yet loves the dynamic, flexible (and sometimes chaotic!) nature of a fast-growing start-up. Sureify’s culture tries to maintain a “family” feel with a premium on treating our colleagues with respect -- so those who are more comfortable with a top-down command-and-control culture won’t be the right fit here.

Responsibilities

The Head of Customer Support will organize the Sureify Customer Support group and manage the overall operation to provide customers a world-class experience in dealing with the Sureify products.

  • Establish a global organization through hiring to manage a 24x7x365 operation.
  • Evaluate and procure software to facilitate customer help-desk ticket submittal; application and system monitoring; and application and system performance.
  • Perform continual application and system monitoring to proactively identify issues for both the core Sureify products and the configured implementations.
  • Diagnose, triage and resolve customer submitted help-desk tickets.
  • Maintain contracted service-level agreements for system uptime and response.
  • Resolve issues raised by customers.
  • Develop metrics for measuring success in the context of customer support, survey customers and report results on a periodic basis.
  • Develop customer dashboards to report status of customer-reported issues.
  • Manage critical and complex issues reported that could adversely impact customer SLA, key performance indicators and overall success.

Requirements

  • BS in Engineering or related field.
  • 8+ years experience in a Customer Support role preferably with SaaS software
  • 4+ years in managing a Customer Support group
  • Keen analytical skills
  • Excellent communication, collaboration and leadership skills
  • Skills at managing collaboration with remote teams
  • Experience managing multiple teams and mentoring team leads
  • "Just get id done" start-up mentality

Sureify embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Benefits

Competitive salary and benefits package.