Director of Customer Support

Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital, growing over 50% year over year, and are looking for world class talent to help manage our next stage of accelerated growth as we expand our install base, geographies, and product offerings.

Bevi is seeking an experienced Director of Customer Support to lead our Customer Support function, including our call center and knowledge base. As a customer advocate and people leader, the Director of Customer Support is responsible for building and managing scalable processes to ensure that we provide world class service and delight customers with every Support touchpoint, and a metrics based framework for measuring success.

Responsibilities:

• Lead Bevi’s Customer Support call center team and operation to deliver world-class support to our direct and channel partner customers. Responsibilities include:
  • Define, measure, and manage Support team KPIs and benchmarks, including CSAT, handle time, time to resolution, abandonment rate, and others.
  • Manage agent training, performance, tiering, and career pathing
  • Define and implement Support team SOPs for handling tickets and resolving customer issues, and measure team adherence and execution quality
  • Build and manage call center capacity planning, recruiting, hiring, and training operations
  • Define strategies to reduce call center ticket volume by mitigating customer issues upstream through better customer training, resources, or other solution designs
  • Collaborate closely with Product, Engineering, and Sales teams to capture product design changes and channel customer feedback back into Support team training, SOPs, and knowledge base documentation
  • Manage Zendesk ticket classification design and usage to ensure that Bevi has accurate visibility into what our customers are experiencing in the field, and what trends we’re seeing in customer issue mix
  • Analyze, compile, and report out on monthly Voice of the Customer trends, and Support function performance against KPI targets
  • Define Bevi’s Support channel strategy and toolset
    
• Ensure that Bevi’s customer knowledge base offers clear and comprehensive documentation to support our channel partners in their machine installation, maintenance, repair, and overall operational needs. Responsibilities include:
  • Define a process and resourcing for auditing and improving existing documentation, and producing new documentation on an ongoing basis as needed
  • Manage content production and publishing process, including a phase-gated process to ensure quality through cross functional stakeholder reviews

Requirements

• A minimum of ten years of experience in customer support or call center operations, including at least four years in a leadership role
• Proficiency in customer support operations, including:
  • Deep knowledge of customer support Saas platforms and how best to utilize them, with a strong preference for fluency in ZenDesk
  • KPIs and performance measurement methodologies: demonstrated capabilities and prior success in building and operationalizing a metrics-driven model for measuring success in customer support operations
  • Best practices for team training, performance management, career pathing, and capacity planning
• Excellent analysis skills, including both quantitative and qualitative analysis
• Demonstrated ability to define, implement, and monitor, and manage new processes designed to improve Customer Support operational quality, effectiveness, and efficiency
• Excellent communication skills, including comfort with executive level communications
• Strong business acumen
• Experience in a B2B products or services company, with a strong preference for candidates with hardware technology product experience
• Comfort working in a metrics-driven environment
• Excellent cross-functional team and relationship building skills, and the ability to work effectively in a matrixed organization
  

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match, and environmentally responsible investment options
• Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks and (of course) unlimited Bevi ... plus composting and terracycling, too
• Happy hours, pancake breakfasts, Hero awards - and more!
• Join a team that shares our Bevi Core Values:
  • Put Customers First
  • Be Great to Work with
  • Raise the Bar Together
  • Act Like You Own the Business
  • Be Curious and Ask Why
  • Champion Sustainability