Director of Customer Support
Canary Technologies
Customer Service
New York, NY, USA
Posted 6+ months ago
About Us
Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform.
Canary is utilized by 20,000+ hoteliers in 90+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.
Canary was named a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work — and is backed by top Silicon Valley investors like Y Combinator, FPrime, and Insight Ventures.
Join us in shaping the future of hospitality!
About You
A seasoned leader, you understand the essence of stellar customer support and have the acumen to oversee it. You’re adept at steering teams and optimizing processes in a dynamic environment. Adept at interpreting data to shape strategies, you prioritize the customer experience, and leverage every touchpoint to enhance it. Your multifaceted skills make you the torchbearer of our support vision.
About the Role
As the Director of Customer Support, you'll be at the helm of the Customer Operations sector and report directly to one of the co-founders. In this pivotal role, you'll strategize, oversee, and refine the mechanisms of our support function. As Canary evolves, you'll ensure that our customer support remains robust, efficient, and keeps pace with our trajectory.
Responsibilities
- Lead, mentor, and expand the Customer Support team, fostering a culture of excellence.
- Set clear objectives and KPIs for the team, ensuring alignment with our company's strategic goals.
- Collaborate closely with other departments, especially Product and Engineering, to streamline product improvements based on customer feedback.
- Develop and roll out scalable support processes and tools to elevate customer satisfaction and retention.
- Analyze support metrics and trends, driving continuous improvements and solutions.
- Represent the voice of the customer at the executive level, ensuring that their needs and concerns shape our offerings and strategies.
- Evaluate and implement technology solutions like Help Desk systems, ensuring seamless integration and effectiveness.
Qualifications
- BA/BS degree
- 5+ years of leadership experience in Customer Support or Customer Success in a tech/SaaS environment.
- Proven track record of driving customer satisfaction and operational efficiencies.
- Strong analytical, problem-solving, and decision-making skills.
- Expertise with Help Desk systems like Zendesk, Freshdesk, etc.
- Familiarity with Salesforce and collaboration software (Slack, Asana, etc.)
- Exceptional interpersonal skills
- Ability to inspire and lead teams.
Benefits
- Health Care Plan
- Paid Time Off (Vacation, Sick & Public Holidays)
- Stock Option Plan
- Flexibility/stipend to visit and travel to our offices (San Francisco and Dallas)
- A global and diverse team
- Paid parental leave
Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
We also work hard to ensure Canary is a fun and exciting place to work. Here are some of the additional benefits
Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.
Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.
Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.