About the company
Constant Contact empowers business owners, entrepreneurs, non-profits and individuals to succeed by giving them the tools they need to grow online.
Responsibilities
- Lead global service delivery operations for a high-volume multi-channel support environment, with operational accountability for Tier 2 (T2) and Tier 3 (T3) Support organizations
- Manage a diverse global team including onshore, nearshore, and offshore resources in remote and onsite environments
- Build and lead the strategic operational relationship with Engineering and Product teams to ensure seamless technical escalation paths and drive continuous product improvement
- Oversee advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies to resolve complex inquiries
- Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health
- Manage team performance against benchmarks, monitoring CSAT/NSAT, FCR, handling times, and resolution rates
- Serve as the definitive escalation point for sensitive, complex, and time-critical customer technical issues
- Partner with Workforce Management (WFM) and Finance on volume forecasts, staffing plans, and SLAs
- Establish objectives, conduct performance evaluations, and provide coaching to people leaders and frontline teams
- Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives
Requirements
- Minimum 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center
- Proven history operating within a SaaS environment, with understanding of SMBs and their verticals
- Strong experience building partnerships with Engineering, Product, and IT to manage technical roadmaps and escalation processes
- Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments
- Strong written, verbal, and analytical skills with ability to independently problem-solve and drive continuous quality improvements
- Experience collaborating with and managing BPOs or vendor delivery partners
Conditions
- Location: Waltham, MA or Remote
- Reports to the Sr. Director - Customer Support