Build With Us

70
companies
1,114
Jobs

Manager, Advanced Telephony Support Services

Dialpad

Dialpad

Customer Service
United States · Remote
Posted on Thursday, July 4, 2024

About Dialpad

Ai that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

The Customer Experience (CX) Organization is aimed at delighting customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions.

Dialpad’s Manager of Advanced Telephony Support will manage and lead our Advanced Telephony Support team to Support our customers globally. In this role, you’ll combine your expertise and leadership skills to help deliver a world-class customer experience.

Your role

As the Manager of Advanced Telephony Support, you will be responsible for the end-to-end customer experience. You’ll work closely with cross-functional leaders in Sales, Customer Support, Product Management, Customer Success, Professional Services, and Engineering to deliver best-in-class Support to our customers.

This position reports to our Director of Advanced Support Services and has the opportunity to be based in any of our Dialpad Offices or remotely. The preferred schedule will be based on US business hours but will be flexible depending on the needs of the business.

What you’ll do

Leadership

  • Provide leadership to the Global Advanced Telephony Support Team, fostering a culture of accountability, collaboration, and innovation.
  • Develop and execute a comprehensive customer support strategy aligned with the company's goals and objectives using industry trends and best practices.
  • Recruit, train, and mentor a high-performing customer support team.
  • Provide strong leadership oversight through mentorship, performance improvement, recruiting top talent, and performance management.

Customer experience

  • Collaborate with cross-functional teams to address customer feedback.
  • Drive product & process improvements.
  • Drive initiatives to enhance the overall customer experience and satisfaction.Implement processes and tools to streamline customer support workflows and improve response times.

Operational excellence

  • Establish and maintain efficient support operations, including ticket management systems, knowledge bases, and escalation procedures.
  • Monitor key performance indicators (KPIs) related to customer support, such as first response time, resolution time, and customer satisfaction scores, and take action to address any issues.
  • Optimize resource allocation and budget management to maximize the effectiveness of the customer support function.
  • Oversee the day-to-day operations of the support center, managing a team of support agents, resource allocation, training, scheduling, and ensuring the timely resolution of customer issues.
  • Drive effective escalation management.Monitor key performance metrics and ensure that the team meets or exceeds established targets for customer satisfaction, response times, and issue resolution.
  • Collaborate with cross-functional teams to identify and implement strategies to enhance the overall customer experience and drive customer loyalty

Skills you’ll bring

  • Proven experience in a leadership role within a customer support or service organization, with at least 5+ years of experience.
  • Strong understanding of customer support best practices, Customer Support tools, and a proven track record in leading technical teams.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management.
  • A strategic leader who can develop and execute initiatives to enhance the customer experience and drive business results.
  • Analytical mindset with proficiency in using data and metrics to measure performance and inform decision-making.
  • Strong industry-specific knowledge and technical skills.
  • Customer-centric mindset with a passion for delivering exceptional service and building long-term customer relationships.
  • Bachelor's degree in business administration, management, or a related field.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.