Director Customer Support

Job Description

As the Director of Customer Support at Tailscale, you'll be responsible for leading and developing our customer support team, ensuring exceptional service delivery, and driving customer satisfaction. You'll work closely with cross-functional teams to improve our product and processes based on customer feedback.

What You'll Do

• Provide visionary leadership and mentor a team of technically skilled customer support professionals, fostering a culture of excellence, innovation, and continuous improvement
• Develop and implement customer support strategies aligned with Tailscale's goals and vision
• Establish and monitor key performance indicators (KPIs) for the support team, leveraging data-driven insights to ensure high-quality service delivery now and into the future
• Collaborate with Product, Engineering, and Revenue teams to address customer needs and enhance the overall customer experience
• Lead in-depth analyses of customer feedback and support data to identify trends and opportunities for product and process improvements
• Implement and optimize support tools and technologies to increase efficiency and effectiveness
• Oversee the development and continual enhancement of support documentation, knowledge bases, and training materials
• Manage the support team's budget and resources effectively
• Represent the voice of the customer within the organization, ensuring that customer needs and preferences are prioritized and addressed in strategic decision-making processes

You may be a fit for this role if you have:

• 7+ years of experience in customer support or related fields, with at least 3 years in a leadership role
• Demonstrated experience supporting a broad range of customer types, from individual B2C users all the way to enterprise customers in the B2B SaaS space
• A strong understanding of SaaS, networking, and security concepts
• Familiarity with VPNs, networking protocols, and cybersecurity concepts
• An eagerness to learn, keeping yourself and your team up with evolving customer questions and Tailscale’s product roadmap
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
• A proven track record of building and scaling high-performing support teams
• Experience with support tools and technologies (e.g., Jira Service Manager)
• A data-driven approach to problem-solving and decision-making
• Experience with remote team management (though expect to organize and participate in meetups with your team from time to time)

As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. We use San Francisco market data to establish our pay ranges.

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