Director of Customer Support

Director of Customer Support Canopy, South Jordan, UT About Us Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. Click here to see why our clients love Canopy. Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more! The Opportunity We are seeking an experienced Director of Customer Support to lead and grow our Technical Support Specialists and Tier I and Tier II support teams. As a growing organization, we need someone with experience in scaling customer support operations in a dynamic software environment. You'll be responsible for driving excellent customer experiences, ensuring our support teams deliver timely and effective solutions, and continuously improving processes to support our expanding customer base. This is a hybrid position based in South Jordan, Utah (M, W, F in-office). What You’ll Do: Lead, mentor, and manage a team of Tier I and Tier II support agents, ensuring they deliver high-quality customer service across multiple channels (email, chat, phone). Develop and implement scalable processes and best practices to improve team efficiency and customer satisfaction. Identify and implement opportunities to leverage AI for process enhancement. Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and report on these metrics regularly. Collaborate with other departments (Product, Engineering, Sales) to ensure the support team is equipped with the necessary knowledge and tools. Manage escalation processes to ensure timely resolution of complex or high-priority issues. Identify trends in support cases to proactively address common customer challenges and suggest product improvements. Maintain and enhance customer support platforms and tools, ensuring they are optimized for a growing team. Ensure proper documentation of support workflows, troubleshooting guides, and internal processes. Oversee training and development programs for the support team to continuously improve their technical knowledge and customer service skills. Advocate for customer needs within the organization and help align support efforts with broader company goals. What We’re Looking For: 6+ years of experience managing customer support teams, ideally in a SaaS or software-focused environment. Proven track record of scaling support teams and improving operational efficiencies in a fast-paced, high-growth setting. Experience with AI tools to better Customer Support. Strong leadership and coaching skills, with the ability to foster a collaborative, results-driven team culture. Experience working with customer support platforms Excellent problem-solving and analytical skills, with the ability to derive insights from data and apply them to improve support performance. Strong communication skills, both verbal and written, with the ability to interact effectively across teams and with customers. Ability to adapt and thrive in a constantly evolving software environment. Bachelor’s degree in a related field preferred. We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway. Why You Want to Work Here: 🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays! ❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only. 💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting. 🧠 Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP). 👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones. ➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage. 🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians! 🥳 Company Events - including monthly company-wide meetings, summer parties, and more. 💡 DEIB Committee - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more. ☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. Our Values: We approach our work every day with a few things in mind: 🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable. 🏆 Win - we win by delighting our customers with the very best products and services. 👍 Do Good - we work hard to be good people! 💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback. To learn more about us & our values, click here . Interviewing @ Canopy: We know application processes can be a little stressful. Here’s are the stages of a typical interview process: Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 20 minute phone call with the People Team 45-60 minute video or in-person interview with the Hiring Manager 1-3 rounds of interviews depending on the role Final Interview Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. Remember : This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

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