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Sr. Director, Customer Support

Customer Support organization is responsible for assisting ShotSpotter customers with a range of consultative, advisory, technical support, troubleshooting, root cause analysis and system maintenance services.

Reporting to the SVP of Customer Support and Professional Services, the Sr. Director of Customer Support is responsible for managing and directing all aspects of Customer Support and Customer Service.

The Sr. Director of Customer Support develops the organization’s Customer Service strategy and manages the overall performance of people and processes to achieve the highest levels of customer satisfaction, as well as managing the day-to-day operations of the Customer Support organization.

This person will be responsible for providing Technical, Customer Service, and operational leadership and development for the team. His/her responsibilities include management of Key Performance Indicators (KPI), performance metrics, setting and managing priorities for the team and driving systematic measurement and analysis of Service Levels and performance data to ensure consistently high Quality of Service. This person will routinely interact with other departments within ShotSpotter including Customer Success team, the Technology/Engineering team, Program Management, Incident Review Center, and Field/Network Operations. He/she will have frequent engagements with Customers to address their performance concerns.

DUTIES AND RESPONSIBILITIES:

  • Responsible for implementation, optimization and managing Customer Support practices, processes and tools.
  • Hire, train, lead and manage performance of a team of technical support professionals in providing effective, efficient and proactive customer support. Provide coaching to the team on an ongoing basis.
  • Implement Customer Support best practices and continuous improvement to ensure customer satisfaction and success.
  • Lead and direct customer service teams in setting and achieving company, and individual goals.
  • Track monitor and report on the Support Key Performance Indicators and other performance metrics.
  • Partner and collaborate with the other teams and department leaders to ensure the design and execution of a complete, successful, and exceptional quality customer support journey.
  • Oversee and provide inbound and outbound customer service for ShotSpotter’s customers, partners and third-party service providers.
  • Ensure reliable systems for incident reporting, trouble ticketing, tracking and reporting problems are in place and effectively used, and that SLAs for response and problem resolution are met or exceeded.
  • Develop and cultivate strong relationships with customers and handle escalations effectively.
  • Monitor, teach, and support effective triage/prioritization, troubleshooting and resolution of application, network, system, and remote hardware and software problems. Resolve complex problems using a combination of masterful techniques and strong technical skills.
  • Drive systemic trend analysis of support issues and root cause analysis for severe or chronic problems.
  • Provide factual and data centric insights and reports to the leadership team and turn operations data into actionable business intelligence.
  • Develop and manage budgets for the Support department, with bottom line responsibility for meeting budget commitments and optimizing return on the Operations investment.
  • Function as a savvy business leader in creating Customer Support excellence and ensure a high level of customer satisfaction and Net Promoter Score.
  • Act as an effective manager in optimizing and improving the team’s processes, workflows and functions and help with their professional growth.
  • Other job-related duties and project participation as required.

PROFESSIONAL SKILLS AND QUALIFICATIONS:

  • Minimum of 8 years people and process management experience in a Customer Service environment such as a call center or technical support department.
  • Strong successful track record in organizational development, team development and designing and scaling Support and/or Operations organizations, as well as process improvement.
  • Minimum of a bachelor’s degree in technical, business or management fields.
  • Strong technical background and ability to provide leadership and direction to the team on technical matters.
  • Strong problem-solving skills.
  • Strong analytical, reporting and presentation skills.
  • Strong ability to interact with internal and external customers.
  • Experience in common CRM systems.
  • Prior experience in Public Safety strongly desirable.
  • Other job-related duties and project participation as required.

Reports to:  Sr. VP of Customer Support

Location: Newark, California

Note:  The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.


ShotSpotter provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ShotSpotter complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ShotSpotter expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ShotSpotter’s employees to perform their job duties may result in discipline up to and including discharge.


If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact ShotSpotter at +1.510.794.3183 or careers@shotspotter.com for assistance.