**Who We Are:** We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual. We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon: expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence. LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential. **LINQ’s Values:** • Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained. • Deliver Excellence: We consistently exceed our clients’ expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships. • Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation. • Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force. **Overview:** As the Senior Director of Customer Support, you will play a critical role in leading and developing the customer support function within our organization. You will be responsible for designing and executing strategies to ensure exceptional customer experiences, driving customer satisfaction, retention, and loyalty. Your leadership will be instrumental in building and maintaining a high-performing team, fostering a culture of excellence, and implementing best practices to meet and exceed customer expectations. **Key Responsibilities:** 1. **Strategic Leadership:** + Develop and execute the overall customer support strategy aligned with the company's goals and objectives. + Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences. + Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes. 1. **Team Management and Development:** + Lead, mentor, and inspire a team of customer support managers and representatives. + Set clear objectives, provide regular feedback, and facilitate professional growth and development opportunities for team members. + Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization. + Build Offshore & Seasonal Contractor Bench 1. **Operational Excellence:** + Develop and optimize support processes and workflows to ensure efficiency and effectiveness. + Beat key performance indicators (KPIs) and metrics to measure and track the performance of the customer support function (First Time Response, Backlog, Time to Resolution, CSAT) + Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience. 1. **Customer Engagement and Escalation Management:** + Oversee the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes. + Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience. + Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs. 1. **Technology and Tools:** + Evaluate and implement customer support technologies and tools to streamline processes and improve productivity. + Stay current with industry trends and best practices in customer support technology, incorporating innovations to enhance service delivery. + Build out AI capabilities (QA Program, Chat, Email, Voice) **Qualifications:** + Bachelor's degree in Business Administration, IT, Computer Science or related field; + 15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies + Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives. + Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and senior management. + Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement. + Demonstrated strategic thinking and problem-solving abilities, with a focus on delivering exceptional customer experiences. + Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred. **Additional Requirements:** + Willingness to travel occasionally for customer visits, conferences, and other business-related events. + Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones. **Conclusion:** The role of Senior Director, Customer Support is pivotal in ensuring that our customers receive world-class support and service. If you are a strategic thinker, a passionate leader, and are committed to driving customer satisfaction and loyalty, we invite you to join our team and help shape the future of our customer support organization. **Closing from Default - All locations** **Total Rewards:** Remote working environment Ability to work in a physical office, if near one of our offices (Wilmington, Irvine, and Austin) One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested) Company Bonus Plan or Target Sales Commission Plan Flexible Open Paid Time Off Plan Paid Parental Leave Policy 10 paid holidays 16 hours of paid volunteer time Blue Cross Blue Shield benefit network (medical/dental/vision) Low-deductible PPO option or HDHP option with employer contributed HSA Dental with child orthodontia 100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance Health and wellness benefits including gym and Headspace reimbursement Professional development opportunities **EOE Statement/Accommodation Notice:** LINQ is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email HRHelp@linq.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRHelp@linq.com. This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response. PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. Pay Transparency Nondiscrimination Provision - U.S. Department of Labor (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_English\_unformattedESQA508c.pdf) PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed www.dol.gov