Director Customer Support

At Finout, we've developed a powerful SaaS platform to help companies better understand and manage their cloud costs. As the world's first Cloud Resource Planning (CRP) platform, we empower businesses to gain complete visibility into their cloud infrastructure spending and correlate it with business outcomes. Our mission is to drive cost-effective innovation and efficiency for global leaders like Wiz, The New York Times, Lyft, AppsFlyer, ARMIS, and many more. We're committed to achieving rapid growth while preserving our fun, vibrant startup culture.About the Role:As the Director of Technical Customer Support at Finout, you will lead and scale our global technical support operations. This role will be responsible for ensuring we uphold an exceptional support experience, scaling our team across two primary geographies (NYC & Tel Aviv), and implementing processes and workflows to further support our customers, partners, and internal stakeholders. This role will be accountable for escalation management, SLAs, time to ticket resolution, and customer satisfaction (CSAT).This role requires a strategic leader who can drive operational efficiency, foster a culture of customer obsession, and contribute to overall business growth. You will collaborate cross-functionally with Finout Leadership, R&D, Product, and Customer Success to deliver a seamless and proactive support experience. Your leadership will contribute directly to customer satisfaction, retention, and advocacy as Finout continues to scale.We offer a competitive on-target earnings range of $140,000-$190,000Responsibilities:Technical Customer Support StrategyDevelop and implement a scalable strategy to deliver consistent, high-quality service across all customer segments and geographies.Leadership and Team DevelopmentRecruit, train, and mentor a high-performing global team, fostering a culture of accountability, collaboration, and professional growth.Metrics and Performance ManagementDefine, track, and analyze key performance indicators (KPIs) such as CSAT, time to resolution, and support ticket volume. Monitor and act on opportunities for improvement & refinement.Escalation ManagementLead and resolve critical customer escalations with a proactive, solution-driven approach, ensuring timely resolutions and excellent communication throughout the process.Operational ExcellenceDesign and optimize support processes, tools, and workflows to enhance response times, resolution rates, and overall customer satisfaction.Knowledge ManagementOversee the creation and maintenance of a comprehensive knowledge base to empower customers with self-service resources and support agents with training materials.Customer AdvocacyAct as the voice of the customer, collaborating closely with Product and R&D teams to prioritize feedback and drive product improvements.Requirements:Technical Expertise: Finout is a highly technical product servicing a technical persona. Experience with AWS, GCP, and Azure administration, along with a strong understanding of APIs, data structures, and integration workflows (e.g., REST, JSON, XML) is critical.Technology & Platform ExpertiseExperience using and optimizing best-of-breed CRM & Support technology (Salesforce, Hubspot, Pylon, JIRA, etc.) is preferred. Experience leveraging AI for customer support is a huge plus.Proven Leadership5+ years of experience in technical customer support leadership, with a proven track record of success, is required.Hyper-Growth SaaS ExpertiseDemonstrated success in delivering exceptional support within a high-growth SaaS environment. Experience scaling and building teams at an early stage is a huge plus. Customer-First ApproachDeep empathy for customer needs and a commitment to delivering exceptional service at every stage of the customer journey.Exceptional CommunicationStrong interpersonal and communication skills to effectively collaborate with cross-functional teams and engage with customers.Educational BackgroundBachelor's degree in Business, Computer Science, or a related field, or equivalent experienceWhat We Offer:Besides an amazing opportunity to learn & grow professionally alongside a team of rockstars, Finout is excited to offer a variety of benefits for our employees in NYC, including:Private Health Insurance (including medical, dental, vision and life insurance)401K PlanHybrid working model - 3 days per week in office (midtown Manhattan)Unlimited PTO!

Created: 2025-01-23