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SessionM, Inc.

Support Director

– Boston, Massachusetts
Employment Type Full Time
Minimum Experience Manager/Supervisor

Opportunity

Do you know what it takes to truly enable customers to love your product? Are you the kind of person that runs uphill to challenge yourself a little bit more while others are running down? SessionM is looking for a customer-facing support leader to run and grow our global support team to help our enterprise customers and partners use the SessionM platform, triage and resolve issues, and work with technical support on issue resolution. If you’ve lead and grown support organizations before, are naturally a helper, and communicate well, we’d like to meet you!

Responsibilities

  • Hire great people that fit with SessionM's culture, skillset, and customers.
  • Grow process and tools to scale a support organization globally.
  • Run the team that resolves ticket-based customer and partner questions via the SessionM customer service platform.
  • Effectively manage the team and prioritize at times large ticket volumes
  • Work with field facing customer success team, identifying and assessing each customer’s needs to achieve satisfaction.
  • Provide accurate, valid, and complete information about the SessionM platform to inquiring users.
  • Update internal documentation around issues that arise and work with product on externally facing documentation.
  • Handle communication around issues professionally by providing appropriate solutions and, when there isn’t one, be able to effectively communicate the situation to the appropriate party.
  • Talk clients through a series of actions, either via phone, email or chat.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. technical support)
  • Provide prompt and accurate feedback to customers

Requirements

  • Experience with customer service
  • Knowledge of marketing and loyalty programs
  • BS degree in a technical field
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step help, both written and verbal
  • Proven work experience in Customer Support or similar role
  • Position requires some availability for off-hours support

Compensation & Benefits

  • Competitive compensation based on experience level
  • Healthcare HMO & PPO 
  • Stock options and 401k
  • Flexible Spending Accounts
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  • Location
    Boston, Massachusetts
  • Employment Type
    Full Time
  • Minimum Experience
    Manager/Supervisor
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