Senior Director, Customer Support Austin, TX

Overview

We’re a high-growth software company with a big mission: empowering K-12 district teams to do more with less. At LINQ, we help districts transform K-12 school operations with cloud-based software solutions that integrate finance, HR, nutrition management, and payments in a single secure platform. LINQ reduces administrative burden and is trusted by a large portion of U.S. school districts to help operate more efficiently and serve millions of students and staff annually.

Our team is talented, committed, and problem-solving oriented. You’ll find meaningful work, a respectful and collaborative culture, and a commitment to constant improvement. Our customers value our attentiveness, patience, clear communication, and solutions-focused approach.

LINQ’s Values:

• Act with Integrity & Build Trust:
We operate with high integrity, transparency, honesty, and accountability, and strive to earn and maintain trust.

• Deliver Excellence:
We aim to exceed expectations, anticipate needs, provide swift solutions, and build lasting relationships through clear and timely communication.

• Embrace Challenges:
We pursue a growth mindset, continuously learning to keep our solutions at the leading edge of innovation.

• Collaborate & Act as One Team:
We value diverse skills and perspectives and work openly to achieve excellence together.

About The Team:

LINQ’s Customer Experience department supports K-12 schools and districts by guiding administrators and educators through onboarding, training, troubleshooting, and daily-use challenges to empower success with our solutions.

About The Role:

As the Senior Director of Customer Support, you will lead and develop the customer support function, design and execute strategies for exceptional customer experiences, drive satisfaction, retention, and loyalty, and build a high-performing team with a culture of excellence and best-practice adoption.

The Senior Director, Customer Support is pivotal in ensuring world-class service. If you are a strategic thinker, a passionate leader, and committed to driving customer satisfaction and loyalty, you are invited to join our team and shape the future of our customer support organization.

What You’ll Be Doing:

• Develop and execute the overall customer support strategy aligned with company goals and objectives.
• Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences.
• Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes.

• Lead, mentor, and inspire a team of customer support managers and representatives.
• Set clear objectives, provide regular feedback, and facilitate professional growth opportunities for team members.
• Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization.
• Build Offshore & Seasonal Contractor Bench

• Develop and optimize support processes and workflows for efficiency and effectiveness.
• Define and track key performance indicators (KPIs) such as First Time Response, Backlog, Time to Resolution, and CSAT.
• Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience.

• Oversee resolution of escalated customer issues, ensuring timely and satisfactory outcomes.
• Proactively engage with customers to gather feedback and identify opportunities to improve the customer experience.
• Develop and maintain strong relationships with key customers as a trusted advisor and advocate for their needs.

• Evaluate and implement customer support technologies to streamline processes and increase productivity.
• Stay current with industry trends and best practices in customer support technology, incorporating innovations to enhance service delivery.
• Build out AI capabilities (QA Program, Chat, Email, Voice)

• Bachelor’s degree in Business Administration, IT, Computer Science, or a related field
• 15+ years of support experience including 10+ years of leadership in…