Director, Product Support
Skills
- Leadership experience in customer or technical support
- Strong problem-solving and analytical skills
- Technical aptitude for troubleshooting
- Experience with support tools like Zendesk, Intercom, Jira
- Excellent communication and stakeholder management
- Experience working with product and engineering teams
Responsibilities
- Establish and scale the Product Support team with defined processes, workflows, and success metrics
- Build and train a high-performing team delivering exceptional service to brands and creators
- Develop a tiered support model to efficiently resolve inquiries and technical issues
- Act as the voice of the customer, identify product issues and feedback loops to prioritize fixes and improvements
- Create structured reporting for leadership visibility into support trends and product pain points
- Drive proactive support initiatives to reduce inbound issues through education and self-service
- Ensure swift and accurate resolution of user-reported issues balancing speed and customer experience
- Manage technical troubleshooting in close collaboration with Engineering and Product teams
- Define and track key performance indicators such as response time, resolution time, and CSAT
Benefits
- Medical & Dental Coverage at 70%
- Equity in ShopMy
- Flexible PTO
- 14 weeks of parental leave
- Up to $200/month for teammate outings
- 401k program with 3% ShopMy contribution
- ClassPass Membership
- Company retreats
- Employee opportunity to monetize influence via personal ShopMy pages
- Birthday PTO
Average salary estimate
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ShopMy is a premium, all-in-one, creator-centric ecosystem connecting top brands and influential creators
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