Director, Customer Support

Ooma•Boca Raton, FL

9h•Onsite

About The Position

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. About the Role: The Director, Customer Support is a leadership role within a high-volume, fast-paced technical contact center environment. This position is responsible for leading Customer Care/Technical Support teams while delivering a best-in-class customer experience across all service channels. The Director will oversee day-to-day operational execution of a multi-function support organization, ensuring performance against key metrics while driving continuous improvement initiatives focused on efficiency, cost reduction, customer satisfaction, and churn prevention. Customer support is delivered through multiple communication channels including phone, email, ticketing systems, and chat-based interactions. This position is onsite, M-F in our Boca Raton, FL office. At this time we are only considering local candidates.

Requirements

12+ years of overall professional experience, including 5+ years of senior-level leadership in a high-volume contact center environment. Experience in consumer electronics, cable, or telecommunications strongly preferred
Strong vendor management experience required; offshore vendor management experience preferred but not required
Proven success delivering performance against contact center KPIs, including (but not limited to) ASA, CSAT, ABN, AHT, and ART
Demonstrated ability to develop forward-looking strategies and drive long-term improvements beyond day-to-day operational execution
Ability to work independently with minimal supervision, applying sound judgment to resolve complex and non-routine challenges
Strong leadership presence and managerial courage, with the ability to advocate for solutions and influence outcomes
Track record of measurable, metric-driven improvements such as cost reduction, efficiency gains, process optimization, and margin improvement
Proven ability to develop supervisors and frontline agents through coaching, mentoring, training, and performance management
Strong technical aptitude and a passion for delivering exceptional customer experiences
Demonstrated sales and retention effectiveness, particularly in customer salvage and anti-attrition programs
Ability to influence results through leadership, drive, and business acumen
Strong change leadership skills with the ability to implement initiatives that improve customer experience and operational performance
Bachelor’s degree required; equivalent work experience considered

Responsibilities

Lead, develop, and inspire Support team members to achieve operational and service goals
Drive continuous process improvement initiatives to enhance execution, efficiency, cost control, customer satisfaction, and churn reduction
Own and lead customer retention and salvage programs, including anti-churn initiatives
Manage operational performance metrics, including service level, chat ART, ASA, abandonment rate, CSAT, and FCR across all functional areas
Serve as the primary advocate for the customer across the organization, ensuring customer needs are represented in decision-making
Own quality performance across all support channels, identifying trends, recommending corrective actions, and implementing team and agent development plans
Own and deliver process and procedural communications for supervisors and their teams, ensuring consistent execution and alignment across Ooma contact centers
Coach agents and supervisors to ensure consistent execution of procedures and a high-quality customer experience
Oversee floor workflow and production management to maintain operational efficiency and service delivery standards
Analyze performance trends and adjust staffing and scheduling strategies to optimize productivity and output
Occasional travel may be required to support business needs (not a regular expectation)

Benefits

Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
FSA Healthcare & Dependent Care
Commuter Benefits
Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
401(k), including employer match, and Roth
Employee Stock Purchase Plan (ESPP)
Paid Time off, Sick Time, as well as corporate holidays observed
Employee Assistance Program
Life Balance benefits with Travel Assistance Services and Identity Theft
Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc