Director of Client Support

We're seeking a Director of Client Support to lead our dynamic team in delivering exceptional service across all AgencyBloc products, including FormFire, Quote+, AMS+, and Radius, with potential future offerings on the horizon. If you're passionate about client satisfaction, fostering team excellence, and driving meaningful change in a fast-paced environment, we want to hear from you.

As Director of Client Support, you will be responsible for maintaining a high-performing support function and leading a team which provides excellent customer service to the company’s users of our platforms on a daily basis. This is a senior level position that will report directly to the VP of Operations and will be a highly motivated, self-starter with a strong and effective management style. Success in the role will require the ability to set and achieve all service level metrics on a continual basis, ensure the best experience possible for our customers who contact us via phone calls, chats and emails, and to foster relationships with end-users. The ideal candidate will be an experienced manager who can train and develop the Client Support staff to perform their job with excellence and cultivate a best-in-class support operation.

Requirements:

Responsibilities:

• Foster a Culture of Excellence: Lead by example in embodying AgencyBloc's core values of client-centricity, collaboration, professionalism, and continuous growth. Cultivate an environment where team members are empowered to excel and innovate.
• Team Leadership and Development: Recruit, retain, and nurture a high-performing Client Support team. Provide ongoing coaching, mentorship, and professional development opportunities to ensure team members thrive and deliver exceptional service.
• Cross-Functional Collaboration: Work closely with Product, Education, Professional Services, Sales/CSMs, and Marketing teams to identify areas for improvement and develop strategies for enhancing the client support experience. Foster seamless communication and collaboration across departments to drive holistic solutions.
• Operational Oversight: Maintain oversight of support systems, tools, processes, and resources to optimize efficiency and effectiveness. Proactively adjust resource allocation to ensure adequate support coverage and uphold high standards of client satisfaction.
• Client Relationship Management: Establish strong relationships between Client Support and Customer Success teams to facilitate efficient handling of client escalations. Prioritize client needs with speed and urgency, ensuring swift resolution of issues and proactive communication.
• Performance Metrics and Reporting: Define and track key performance metrics related to client satisfaction and support effectiveness. Provide regular reports to executive leadership, offering insights and recommendations for continuous improvement.
• Customer Advocacy: Champion the voice of the customer within the organization, providing valuable insights to inform strategic decision-making. Collaborate with senior leadership to enhance customer-centric initiatives and drive long-term customer loyalty.
  
  

Skills/Education/Experience:

• Bachelor’s degree in Business, Communications or related field preferred, or equivalent combination of education and experience.
• 5+ years of software support or insurance industry experience, with at least two years of leadership experience. AgencyBloc experience desired, but not required.
• Specific examples of previous experience creating positive customer experiences and exceeding goals.
• Excellent interpersonal skills, highly organized with great time management skills
• High level of comfort with technology, familiarity with ZenDesk
• An understanding of ticket management, SLAs, and customer experience
• Excellent written and verbal communication skills
• Ability to gracefully navigate high-pressure situations
• Motivated by the opportunity to be part of a fast-moving, entrepreneurial team
• Personal characteristics of the ideal candidate include quick thinking and problem solving, flexibility, adaptability, resilience, positive attitude, collaborative nature, self-starter, a humble confidence, and an ability to “translate” thoughts among various groups of people.
  
  

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.