Customer and Technical Support Director

Customer and Technical Support Director

San Diego, Southern California Preferred; Remote

About Tillster
Tillster, headquartered in Los Angeles, CA, is the global leader in digital ordering and customer engagement solutions for the restaurant industry. For over a decade we have developed revolutionary self-service, ordering and payments solutions – for mobile, web, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions.

Our mission and passion are one in the same: Empower restaurants and consumers to engage and transact anywhere, anytime, and from any device - one consumer at a time, one order at a time, billions of times over. In doing so, together we are transforming e-commerce in restaurants and making the till grow for Tillster and our customers.

Our enterprise platform has been internationalized and integrated from day 1 which has resulted in expansion

Job Description

The Director, Technical Support is a programmatic, data driven, highly technical leader with international experience. The Director, Technical Support acts as a leader and coach who sets organizational direction for the team, communicates deliverables and KPIs, engages effectively across internal and customer teams, and translates business and customer goals into action. The Director will build a global team of Tillster and 3rd party support professionals, optimize the function, implement/enhance/improve the tools, reporting and analytics to measure and meet SLAs/ SLOs and to make Customer and Technical Support a differentiator in the marketplace. The director will build a strong empowered and accountable team which will deliver an outstanding, responsive customer experience to Tillster’s clients. A robust customer portal, RACIs, reporting and analytics, Train the Trainer, enhanced automation and alerting are a few of the skill sets we are looking for.

The Director will report into the CTO and work in close partnership with the entire Tech Support team, to ensure the vision, mission, and charter of the organization is uniformly understood, appreciated, and put to action. The Director will set the tone, promoting a healthy, customer-focused, customer-obsessed, culture that promotes both Customer and employee satisfaction. Manages and directs both front line Tech Support Leaders and their teams in phone, chat, and email channels. In addition, leads and manages back-office Tier 2 teams such as; Application and Data Support Analysts as well as Engineers in the diagnosis and triage of escalated client reported issues, the analysis of data for process and workflow improvements and tool and utility development.
This is a 100% remote eligible role.
Job Responsibilities

• Direct business processes, which, when implemented, will drive down client friction and lead to exceptional performance.
• Direct to a set consistent service delivery key performance indicator as required by functional role.
• Select and recruit team members with high potential in leadership and who will drive service delivery.
• Drive repeatable, scalable, and timely departmental workflow and productivity.
• Deliver the vision which supports company initiatives and drive the development of supporting tactical proposals.
• Ensure a high-quality customer support experience through monitoring and measuring staff performance to identify areas of risk and improvement. Take corrective action as necessary to ensure that goals, objectives, and metrics are met within SLAs.
• Follow-up with unsatisfied client escalations to ensure issues are resolved to the client’s satisfaction.
• Partner with the Technical Support team to consistently achieve key business metrics (Skill Based Routing, Service Levels, Average Speed of Answer, Actual Handle Time)
• Responsible for execution and ongoing operational management of all tech support team members, Routing initiatives and other tools and technologies as assigned.
• 24/7 technical operations management of tech support team, including outage identification, outage escalation, outage management and root cause assessments.
• Ensure technology is working to support Tillster customers across multiple channels including voice, chat, email, messaging.
• Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiency, increase revenue and improve customer experience and operations.
• Drive programs and strategies to enable staff effectiveness through policy, process, procedure, tools and technology within the department and cross-functionally.
• Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
• Provide leadership for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
• Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations.
• Report productivity updates, operational achievements, and progress to the CTO on a regular basis including statistical analysis and improvement of action plans. Provides reports on work throughput (work accomplished) and work capacity of the team (bandwidth).
• Ensure staff are engaged and enabled with the tools, knowledge, and support needed to accomplish the team’s goal of support delivery.
• Engage in customer-facing events and activities to promote the team, the company, and to understand the customer-experience.
• Promote through demonstration a collaborative working environment – drive and celebrate collaboration.

Requirements

• Bachelor’s degree in computer science or related field or equivalent experience required.
• 8+ years managing Global Technical Support team or equivalent role
• 3+ years of Development Experience preferred, but not required
• Be relentless to drive root cause of all critical outages
• Tenacity, a bias for action and the ability to overcome obstacles and efficiently implement on multiple projects simultaneously, at times under extremely tight deadlines
• Must be a creative problem solver and have a keen curiosity about ensuring the best possible experience for our users
• Must be able to identify single points of failures and deliver consistent day to day operation excellence on behalf of the customer
• Must be able to take the vision set by the organization and deliver and execute against that vision

Skills

• Customer focus, engagement, and advocacy
• Quality and customer experience driven
• Demonstrated leadership abilities
• Ability to lead, train and motivate staff at all levels and cross-functionally
• Ability to set goals and meet deadlines at the initiative, project and task level
• Ability to delegate appropriately and monitor/measure effectiveness
• Ability to work well with all levels of management
• Ability to deliver constructive criticism in a motivating fashion
• Strong independent judgement and decision-making skills
• Previous experience with software application development
• Top notch organizational skills and ability to work within processes
• Ability to handle multiple tasks/assignments in an efficient manner
• Organized and highly motivated self-starter
• Excellent verbal and written communication skills
• Must demonstrate a strong sense of urgency and adhere to turnaround time expectations
• Strong research capabilities in reviewing and resolving complex issues
• Proficient in Microsoft Office and Salesforce
• Knowledge of internal data aggregation (API, Parser, Bulk File)
• Knowledge of Tech Support Technologies
• Knowledge of Business Intelligence/Analytic Tools (i.e., Microsoft Power BI, Looker)
• Knowledge of Cisco, Calabrio, Webex, Mobile Apps, Nexus App, and Kabana
• Development Experience with one or more of the following: SQL, Java, Javascript SOAP/REST APIs, JSON, ETL

The Interview Process

• Recruiter interview with a Talent Acquisition Specialist.
• Interview with Tech Support Team.
• Interview with our CTO.

Making a Difference in the Tillster Way

Our business and product mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.

Pay and Benefits (USA)

• Expected base salary range is negotiable based on experience. Total starting compensation will be determined based on all lawful criteria, Company policy and best practices..
• Equity: All employees within the U.S. are eligible to participate in the Stock Option Plan.
• Health Benefits: All full-time, regular employees and their dependents are eligible for medical, dental, vision and FSA benefits. Additional health benefits include Healthcare and Dependent Care reimbursement programs, Employee Assistance Program (“EAP”) and Optum Care 24-hour confidential medical counseling services.
• Holidays: The company observes ten (10) paid holidays per calendar year.
• Paid Time Off (PTO): Full-time, regular employees earn 15 days of PTO in the first 12-months of continuous service, and 22 days in subsequent years. Eligible part-time employees earn pro-rated PTO.
• Retirement: Effective with your employment start date, you will be eligible to participate in the 401(k) Plan.
• Education, Learning & Development: We offer college tuition and education assistance programs; Udemy Learning courses; and ongoing learning and development opportunities.

Local Candidates Strongly Preferred

No Visa Sponsorship

Principals only – no Agencies or calls please

About Tillster...

Tillster is the global leader in digital ordering and customer engagement solutions. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions. You will be part of a technology playground offering a fun, collaborative environment where ownership, problem solving, and teamwork are rewarded.

Follow us on:

Tillster.com: https://www.tillster.com/
LinkedIn: https://www.linkedin.com/company/tillster/
Twitter: @TillsterInc, https://twitter.com/TillsterInc
Facebook: https://www.facebook.com/tillsterinc

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