About the Role

Spruce is seeking an experienced Director of Customer Support to structure and scale our growing team of remote specialists while ensuring Spruce is providing high quality service. This leader has the humility to handle day-to-day operations while our team is growing, the experience and strategic vision to elevate our experience to the next level, and the communication skills to advocate for that strategy to leadership. Spruce specialists are not call center reps; on a daily basis, Spruce specialists handle challenging logistical problems and handle issues that arise amongst our three separate stakeholders: properties, service pros, and customers. In this role, you will be focused on ensuring a high quality service experience for all three of those audiences.

What You Get to Do

• Ensure Spruce is offering best-in-class customer service in the most cost-efficient manner possible
• Further Spruce's understanding of our various stakeholder journeys; what issues prompt our audiences to reach out to Spruce, and what resolutions do we deploy against those issues?
• Scale team of customer support associates in accordance with Spruce's projected financial growth
• Build out customer service reporting and analytics capabilities to track progress and provide transparency across the organization.
• Report on key metrics to the executive team on an ongoing basis
• Refine the customer support operating model via people, process and technology improvements
• Serve as the internal customer ambassador in collaborations with internal teams like product, engineering, marketing, business development, supply, and analytics.
• Advocate for customer needs to be reflected on the Product & Eng roadmap
• Identify, purchase and implement the proper third-party software tools required by the customer support organization.
• Oversee development of training materials and learning sessions

Who You Are

• Bachelor's Degree in economics, marketing, mathematics, statistics, engineering, or another quantitative field
• 5+ years experience in customer service, with at least two years in direct people management roles
• Working knowledge of customer experience metrics including CSAT, NPS, churn and emerging customer service trends
• An analytical mindset and ability to use data and metrics to drive the performance of the team; Experience in Looker or SQL knowledge a plus
• Ability to clearly distill and communicate insights to executive leadership
• Ability to work flexible hours for changing business needs, including the occasional weekend. Most of the activity on our customer support team takes place between 10am and 7pm.
• Experience managing projects and being a primary stakeholder to internal IT partners and external vendors
• Experience working with call center or CRM technologies, including shared inboxes, VOIP, and scheduling tools

What We Offer

• Competitive salary
• Stock options
• 401K plan
• Medical, vision, dental insurance
• Unlimited PTO
• 100% remote work
• Spruce-provided WFH setup (laptop, keyboard, monitor(s), mouse)
• A huge role in the growth of a company with a meaningful mission