Director of Customer Success

Betterteam, an Applicant Tracking System, is hiring a Director of Customer Success to lead our 30-plus person success team and set the standard for service as we scale. You'll own the tools, processes, and people that keep thousands of customers happy.

Small businesses rely on Betterteam to hire fast; if something goes wrong, they need answers now. Great support is therefore a core product feature, not a cost center.

You Will

• Drive 24/7 coverage across chat, email, and phone.
• Hit ambitious targets for first-response time, resolution time, CSAT, and NPS.
• Become the voice of the customer in product and engineering meetings.
  
  

Your success keeps customers renewing, upgrading, and recommending us - fueling Betterteam's growth.

What You'll Do

• Lead and coach: Manage, mentor, and develop team leads and frontline reps; conduct weekly 1-on-1s, run QA calibrations, and deliver clear career paths.
• Own support ops: Maintain SLAs, schedules, and workforce planning; balance staffing with peak demand and product launches.
• Optimize tooling: Administer Zendesk and Intercom, experiment with macros, automations, and AI chat assistants, and roll out process improvements that shave minutes off every interaction.
• Escalations and quality: Take charge of high-impact issues, coordinate with engineering on bugs, and implement a closed-loop system to prevent repeats.
• Data and reporting: Track daily metrics, spot trends early, and share actionable insights with executives every week-not just dashboards, but the story behind the numbers.
• Self-service at scale: Build and maintain a knowledge base that deflects repetitive tickets; measure effectiveness and continually refine articles and video walk-throughs.
• Cross-functional partner: Sit with Product, Sales, and Success teams to advocate for customers, forecast incoming volume, and align roadmaps.
  
  

What Makes You a Great Fit

• 5+ years leading customer support or call-center teams ideally in the startup/SaaS space in B2B.
• Track record of hitting CSAT/NPS goals for a SaaS product serving thousands of users.
• Hands-on experience with Zendesk or Intercom; you can re-configure triggers and build reports without waiting for IT.
• Solid grasp of workforce management, queue theory, and support analytics; Excel or BI tools don't scare you.
• Strong communicator who writes crisp documentation and can present to leadership as easily as you coach a new agent.
  
  

What You'll Enjoy

• Competitive salary plus performance bonus tied to support KPIs - not sales quotas.
• Medical, dental, and vision coverage from day one.
• 20 days paid vacation, 10 sick/personal days, and all major holidays.
• A seat at the table: your insights shape product decisions and the future of our customer experience.