Vend is an integrated software, payments, and operations company revolutionizing how real estate owners, tenants, and visitors interact with parking. By combining the latest technology with a modern business model, we deliver transparency, efficiency, and smarter operations that enhance the parking experience while driving significant value for real estate owners. Our platform increases net operating income by optimizing asset performance, reducing costs, and providing a seamless, data-driven solution that meets the demands of today’s built world.
Position Overview
We are looking for a visionary Director of Customer Support to build and lead our support organization from the ground up. As a rapidly growing parking tech startup, we need a dynamic leader who has successfully scaled support teams in similar fast-growth settings. You’ll be at the helm of designing strategies, processes, and systems that drive parker satisfaction.
This role requires a unique blend of strategic thinking and hands-on execution. You'll need to balance big-picture vision with day-to-day operational excellence while remaining agile to adapt to the needs of a high-growth startup. Your strong EQ will be crucial in leading, inspiring, and developing a team of customer support professionals who are dedicated to delivering outstanding service. This role reports into the COO.
What You'll Do
Build and Scale the Support Organization: Develop and implement a robust support strategy that evolves with our growth. Hire, mentor, and empower a team of high-performing support agents and leaders.
Drive Customer Success: Create and optimize processes that enhance customer satisfaction, minimize response times, and increase issue resolution rates.
Foster a Customer-Centric Culture: Infuse a customer-first mindset across the organization, leveraging feedback and insights to influence product development and operational improvements.
Lead with Emotional Intelligence: Cultivate a positive team culture to navigate challenges, provide support, and drive performance.
Adapt and Evolve: Thrive in a dynamic environment where priorities may shift rapidly. Use your adaptability to implement changes swiftly and effectively, ensuring continuous improvement.
Leverage Technology: Utilize the latest tools and tech solutions to streamline support operations, increase efficiency, and provide data-driven insights to leadership.
Ideal background
Led customer support at a hyper-growth startup, excelling in scaled operations, people management, and team development.
Proven expertise in leadership, optimization, process improvement, program management, and navigating complex challenges.
Strong data analytics skills with Excel proficiency; adept at presenting to senior leadership and large groups.
Exceptional communicator with a knack for balancing attention to detail with rapid, high-quality execution in dynamic environments.
Adaptable and growth-focused, with the flexibility to support a 24/7 operations environment.
Consistently uphold high standards for personal performance, team collaboration, and product quality.
If you’re a strategic, empathetic, and adaptable leader ready to make a significant impact at a fast-growing tech startup, we’d love to meet you!
Seniority level
Director
Employment type
Full-time
Industries
Information Technology & Services
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