Stay in Touch

TITLE

 

DIRECTOR, CUSTOMER SUPPORT

COMPANY

 

Gong.io

LOCATION

 

San Francisco, CA, US

Description

Gong.io helps salespeople have better conversations by using AI and machine learning to pinpoint what the top performers are saying and doing differently. Those behaviors can then be replicated across the entire team to increase quota attainment and slash on-boarding time of new team members. Customer-facing teams at hundreds of companies like LinkedIn, GE and ZipRecruiter use Gong to improve their customer experience in millions of conversations every day.

Responsibilities:
Provide world class customer service, making Gong users and customers raving fans
Define and drive implementation of customer support processes and procedures
Implement tools and technology that will best support Gong’s rapidly growing customer base
Serve as a coach and mentor to the existing Customer Support team and be instrumental in growing the team
Work closely with Product, Engineering, Customer Success and Sales to provide the best possible experience to Gong users and customers
Establish, measure and monitor customer support KPIs and metrics to track team goals and drive operational efficiency
Identify overall areas of improvement in customer service and make recommendations to improve the customer experience

Qualifications:
5+ years relevant experience leading customer support in fast growing B2B companies with expertise in hiring, mentoring, and enabling customer support teams
Superb communication skills with both business and technical functions, internally and externally
Passionate about providing superb customer experience to every user and customer
Experience supporting customer in sales or other customer-facing roles
Strong technical knowledge supporting customer environments with CRM systems (primarily Salesforce.com), and utilizing API integrations
Excellent analytical and problem-solving capabilities
Ability to lead initiatives and manage projects in a cross-functional environment
Able to work simultaneously on multiple engagements and priorities
Strong communication and presentation skills
Bachelor’s Degree

You'll Get To:
Work closely with some of the best and brightest high-tech and business talent, who deeply care about providing an amazing customer experience to create a truly amazing team
Join a fast-growing, wildly successful company early, make a difference and enjoy the ride
Challenge yourself and take your career to the next level
Enjoy a competitive compensation and equity package

Apply for the job

Subscribe to our blog.


 

Blog & Newsletter Signup