TOPS is looking for a Director of Customer Support to join our team!
We provide a simple, expert, and powerful solution in the Prop Tech industry, with our support team providing our 1500+ clients with technical troubleshooting, training, and product-related assistance. In this role, you will be leading and supporting your team of 20+ in a dynamic environment, with change and growth. You will be our voice of the customer champion, advocating for continued enhancement of our support experience through your leadership.
This full-time salaried role will report to our VP of Customer Operations and we are open to remote for the right candidate. Salary range is 115-130k, depending on experience.
Who will love this job:

• A hands-on leader who can quickly and successfully adapt to change
• A committed problem solver who thrives in overcoming challenges
• An analytical thinker who implements metrics and acts on the results

What you’ll do

• Recruits, interviews, hires, and trains departmental staff, including supervisory, with a focus on cultivating and enhancing a strong team culture
• Oversee and coordinate cross-functionally the resolution of most complex issues and concerns
• Establishes performance metrics for customer support representatives
• Develops and implements methods to record, assess, and analyze customer feedback
• Develops and implements training and quality assurance programs for new hires and experienced employees
• Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports
• Drafts, implements, and executes policies and procedures to facilitate a quality customer support experience
• Control resources and use assets to achieve qualitative and quantitative KPI’s and monthly service level
• Operates as the escalation point of contact for critical customer issues
• Improve both an internal and customer facing knowledge base
• Acts as a liaison between the customer support department and other divisions in the company

You should have

• Required: 5 years of experience managing an operational customer service team.
• Required: Experience working within a SaaS organization.
• Preferred: Previous experience leading supervisors.
• Proven client relationship management experience.
• Performs well in a team setting with collaborative input and decision making.
• Working knowledge of customer service software, databases, and tools.
• Proficient with Microsoft Office Suite or related software.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.

Why TOPS
Our team is changing the face of the HOA Property Technology space as a trusted industry leader for over 30 years. Today, our products enable over 1,500 of the highest-caliber property management companies in the world to grow and protect their organizations. We are a five-time winner of FLCAJ’s Readers Choice Awards for our solutions and support.
As a five-time winner of Tampa Bay’s Top 100 Workplace, our approach to work is proactive, collaborative, and committed. Our team of 140+ are truly passionate about creating a best-run company internally just as we create best-run Property Management Companies for our customers. Learn about our Core Values here.
We offer a full slate of benefits, including competitive salaries, medical (including a $0 option for employees), dental, vision, life and disability coverage, paid vacation, paid holidays, tuition reimbursement, $1,000 employee referral program and a 401(k) plan. When possible, we also like to offer fun in-person perks like pet-friendly offices, paid food trucks and company outings.
We have offices in Clearwater, FL (near Tampa), Fort Lauderdale, FL, Knoxville TN, and Mission Viejo, CA (an hour outside LA), plus a few fully remote team members across the US.
We are an equal opportunity employer. We value each team member for their skills, experience and unique perspectives. This is a principle embodied in the way we do business, our policies, and is visible in our results. Come join us and find out what the best work of your career could look like here at TOPS

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Job Type: Full-time

Pay: $115,000.00 - $125,000.00 per year

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