Director, Product Support

Job Description

ShopMy is seeking a Director of Product Support to build and lead the Product Support function within the Product organization. He/she will be responsible for shaping customer support, combining it with technical support to drive better product experiences and improvements.

The Director will be responsible for building out processes, tools, and a high-performing team that provides best-in-class support while surfacing critical product insights to inform development priorities.

Role Involves:

• Establishing and scaling ShopMy’s Product Support team.
• Building and training a high-performing support team.
• Developing a tiered support model.
• Acting as the voice of the customer and identifying product issues.
• Driving proactive support initiatives.
• Managing technical troubleshooting for platform issues.
• Defining and tracking KPIs to improve support effectiveness.

Qualifications:

• 8+ years of experience in Customer Support, Technical Support, or Product Operations, with at least 3+ years in a leadership role
• Proven track record of building and scaling support teams.
• Strong problem-solving and analytical skills.
• Experience working with Product and Engineering teams.
• Technical aptitude and understanding of support operations tools.
• Excellent communication and stakeholder management skills.
• Experience in a B2B or B2B2C SaaS environment is a plus.

What ShopMy Offers:

• Medical & Dental Coverage at 70%
• Equity in ShopMy
• Flexible PTO
• 14 weeks of parental leave
• Reimbursements up to $200/month to spend on teammate outings
• 401k program (3% automated contribution from ShopMy!)
• ClassPass Membership
• Company retreats
• Opportunity to monetize your influence- all employees build out a ShopMy page!
• Birthday PTO