Director - Customer Support - Turn - San Francisco

Job description
Turn is looking to establish and grow a world-class support organization. As the Director of Customer Support, you will be responsible for consolidating the various support functions and creating the future blueprint of the support organization. You will be responsible for the organization structure, hiring, managing, and leading the organization. This will be a global role ensuring the highest standard of support for the company. You will be in the Customer Success organization and work closely with Sales and Engineering.

Key Responsibilities:
Manage Turn's Global Support Organization
Develop and Manage Turn's internal escalation and customer issues process
Create and Develop Turn's multi-tier support organization and processes
Develop long-term Support strategy and processes to scale the organization
Develop premium support offerings
Manage a team of onshore and offshore support specialists
Act as escalation point for high severity customer issues
Lead, organize, and motivate the team to ensure the highest possible quality of service to Turn's customers

Desired Skills and Experience
Minimum Requirements
BS or MS in Computer Science, or equivalent experience
10+ years experience in a technical support environment handling complex customer issues
5+ years at the management level, including managing a global support organization
Previous experience founding and growing a global support organization
Previous experience managing customer escalations and handling sensitive customer issues

Specific Skills:
Interact effectively and confidently with customer and internal executives
Proven experience creating and driving complex processes and process improvement
Excellent Project Management experience, including managing projects across organizations

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