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Product Support Director

SimilarWeb

SimilarWeb

Product, Customer Service
Tel Aviv-Yafo, Israel
Posted on Monday, June 17, 2024

Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas.

We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more.

In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

We’re looking for a Director of Product Support to lead our two-tiered Product Support Team who provide unparalleled support for Similarweb’s cutting-edge product suite.

This role will report to the Senior Director of Customer Experience & Product Support.

Why is this role so important at Similarweb?

Our Product Support Team is the first touchpoint for our paying customers and free users seeking assistance with Similarweb’s suite of products. They also play a key role in providing “internal support” to Similarweb employees who have questions or experience issues with our products. The Director of Product Support is instrumental in leading the team to provide outstanding service, with the objective to achieve not only high customer satisfaction and swift resolution times but also a commitment to continuous improvement and consistently aiming to delight our customers.

The Director of Product Support forges robust partnerships with our Product, Education, Product Management, and CX teams, proactively presenting innovative ideas for product enhancements. These suggestions aim to enhance the overall customer experience and strategically minimize recurring tickets.

The Director of Product Support oversees the Tier 1 Product Support Team Manager and directly manages the Tier 2 Support Team, ensuring cohesive and efficient operations across all support levels.

So, what will you be doing all day?

Your role as part of the Product Support team means your daily responsibilities may include:

  • Develop and implement the overall vision and strategy for the Product Support department to ensure alignment with company goals.
  • Build, mentor, and manage a high-performing product support team, including hiring, training, and professional development.
  • Monitor and analyze support metrics and KPIs to continuously improve service quality and efficiency.
  • Identify opportunities for process improvements and implement best practices in support operations, in collaboration with our Operations and Information Systems teams.
  • Knowledge Base Management: Maintain and expand the Support team's knowledge base. Collaborate with the Education team to ensure customers have access to essential educational materials.
  • Work closely with R&D, GTM, Product, and Marketing teams to ensure seamless customer experiences and collaborative escalation paths for Tier 2.
  • Evaluate, implement, and manage support tools and technologies to enhance support operations and customer experiences.
  • Prepare and present regular reports on team performance, KPIs, and trends to senior management.

This is the perfect job for someone who:

  1. Minimum of 7 years of experience in customer support or technical support roles, with at least 5 years in a leadership or managerial position, including managing managers.. Experience in industries such as Cloud Services, SaaS Enterprise products, or B2B software is preferred.
  2. Has proven experience in recruiting and training support specialists, demonstrating an ability to build and develop high-performing teams.
  3. Has native-level English proficiency with exceptional written and verbal communication skills.
  4. Has experience with a support ticketing system (Zendesk is a plus), with a strong understanding of how to effectively utilize and navigate these systems, experience in leveraging reporting and analytics, and implementing improvements.
  5. Excellent project management skills with the ability to manage multiple priorities and projects simultaneously.
  6. Has a track record in creating and optimizing support processes, as well as collaborating with cross-functional teams.
  7. Experience in developing and implementing support strategies and policies.
  8. Can demonstrate adaptability, flexibility, and readiness to thrive in a fast-paced, constantly changing environment.

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face to face connections with fellow Similarwebbers.*

About the team

The Product Support team is a global team, with the majority of team based in Israel. Our team operates across two tiers, embodying a vibrant and cohesive group dedicated to fostering a positive and energetic work environment. We thrive on collaboration, problem-solving, and a shared passion for delivering exceptional customer support.

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face to face connections with fellow Similarwebbers.*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

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