Ironclad is the leading digital contracting platform for legal teams. By streamlining contract workflows, from creation and approval to compliance and insights, Ironclad enables Legal to be the strategic advisors they're meant to be. Ironclad is used by modern General Counsels and their legal teams at companies like L'Or?al, Dropbox, AppDynamics and Fitbit to unlock the power of their contracts' data. Ironclad was named one of the 20 Rising Stars as part of the Forbes 2019 Cloud 100 list, the definitive list of the top 100 private cloud companies in the world. The company is backed by investors like Accel, Sequoia, Y Combinator and Emergence Capital.

Our Customer Success team is at the center of our mission to power the world's contracts. Working cross-functionally, and with our Customers, this team ensures we're building a product legal team's love. We're looking for an experienced Support leader to help lead and scale our technical support operations by building a team and function that delivers top-of-the-line technical support services and customer satisfaction.

At Ironclad, we have an exceptional team with a strong foundation. We're looking for an inspirational leader to bring their experience in leading and scaling teams to execute on a world-class Support vision. You will work cross-functionally with engineering and the rest of the Customer Success organization to take our best-in-class customer experience to the next level as we grow into a global organization.

What you'll be doing:

Lead all aspects of the global Support org and deliver on key performance indicators (CSAT, response time, resolution time, etc.)
Develop and drive key performance indicators that deliver the best customer experience and productivity while managing and monitoring performance.
Drive leadership and strategy for best practices to scale the global support delivery process and customer experience.
Assess and evaluate processes, technology, and team skill sets to identify gaps and execute on opportunities for improvement.
Design and build scalable programs for the continuous growth of the support function, including role-based training, process and methodology, and product launches & configuration.
Work effectively with leadership across the entire organization to build effective solutions for our customers.
Establish, monitor, and react to performance metrics that allow you to measure the health and progress of your team's key objectives.
Ensure the team has the scalable resources, tools, information, and processes necessary to deliver effective technical solutions to our customers.
Identify budget, resource capacity and systems requirements to support corporate and strategic plans.Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
Develop and establish a global support strategy leveraging our partners where appropriate.

What we're looking for:

10+ years of technical support and service management experience; a minimum of 5+ years of management experience
Deep understanding of requisite skills, processes, best practices, etc.
Experience having run a global support team (B2B SaaS preferred)
Strong background in the technical requirements of supporting products with technical components similar to ours: spreadsheet automation, data modeling, etc.
Managed a global team with diverse skills and responsibilities, including individual contributors and managers
Exceptional organization and communication skills
Likes to have fun!

Benefits & Perks:

One-time paid work from home stipend
Commuter benefits for employees who commute to office
Lunch & office snacks for days we work in office
Flexible working hours / work life balance

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Summary
Company name: Ironclad
Remote job title: Senior Director, Global Support
Job tags: Database Arch/Design, automation, service-management