Director of Customer Support - Virtual/Remote

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

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 a plus.
• 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.

Benefits
Medical insurance, Dental insurance, Vision insurance, 401K, Paid Life Insurance, Long term disability leave, Life Insurance, Paid holidays, Paid time off, Educational Tuition Reimbursement, Employee Referral Program, Parking available
Culture
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 four-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.

We offer a full slate of benefits, including competitive salaries, medical (including a $0 option for employees), dental, vision, life and disability coverage, paid weeks’ 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.