Director of Customer Support

Liftopia is a web-based yield management platform for ski resorts. Liftopia works with ski resorts across North America and has become the largest retailer of ski lift tickets on the web.

Liftopia is looking for an experienced Director of Customer Support to lead, grow, and optimize our customer support organization. In this role, you will oversee the people, processes, and tools to ensure optimal customer support for skiers and snowboarders who use our industry leading ecommerce platform.

• Hire, train, manage, coach and lead up to 20 Customer Support Representatives and Team Leads

• Drive and manage process, systems and policy improvements to provide our customers a positive and consistent experience

• Ensure that customers’ issues are resolved effectively

• Set and track KPIs to meet our customer service goals

• Scope product and feature improvements to deliver an even better customer experience

• Act with integrity and honesty while promoting the Liftopia culture

• 7+ years experience supporting an Internet e-Commerce product

• 5+ years managing and growing a high volume support team

• Strong communication skills and a passion for making people happy, including a well developed sense of urgency and follow through

• Experience administering Customer Relationship Management software, Knowledge Bases, and VOIP call center software

• The ability to learn and adapt to new tools and technologies

Bonus Points For:

• Experience with Zendesk or a similar CRM, Five9 or similar VOIP tool, Salesforce, WhenIWork, or Trello

• Experience managing remote employees Experience leading a customer support team at a startup

• Experience scaling up and winding down during seasonal changes in call volume.

• Knowledge of ski/snowboard industry