Director of Client Support

Washington DC/Remote /
Professional Services /
Full-Time
What we’re doing
Did you know it takes a member of congress, on average, 45 days to respond to even the most basic constituent request? We view this as a fundamental breakdown in the UX of representative democracy and we're building a platform to fix it.

Indigov is a constituent relationship management suite for the modern representative. Our platform reduces average response times from weeks to minutes for 90% of incoming messages. After going through an exhaustive technical and legal review process with the House of Representatives, we recently closed our Series A and are live in hundreds of offices across federal, state, and local governments. We are expanding rapidly and need additional team members to join us in our pursuit to build the future of representative democracy.

Who we are
We are a group of technologists and entrepreneurs passionate about increasing the efficiency of representative democracy for both representatives and those they serve. We have been executives, technicians, and leaders at institutions such as U.S. Congress, Google, Dropbox, USDS, as well as large e-commerce, digital-first media, civic and gov-tech companies.

Indigov is looking for a passionate Director of Client Support with a proven track record of scaling highly effective B2B support organizations in rapidly growing SaaS companies.

What You'll Do

    • As a leader of Indigov’s growing Support organization, you will own Indigov’s support tech stack design, recommend and prioritize internal tooling, operationalize support agent training and management systems, policy development, knowledge center management, and culture.
    • Partner with Executive Leadership, Professional Services, R&D, Product and Sales divisions to design and deliver exceptional customer experiences
    • Manage the performance of the Tier-1 and Tier-2 technical support team, including continuous feedback, performance management, skills development, upleveling, and professional development of the team.
    • Drive deep analysis and corresponding action on customer experience KPIs with a keen focus on client satisfaction, service consistency, and risk management.
    • Develop and refine client SLAs; design processes and execution strategies for all channel engagements.
    • Identify and report on sources of client friction and support tickets, implementing strategies for self-service ticket deflection and productization Work closely with Professional Services and Sales teams to strategize improvements and efficiencies in the customer journey.
    • Act as a point of escalation for critical client issues, coordinating across the organization to facilitate swift, comprehensive resolution with our clients.
    • Review, assess, and recommend additions to our support technology stack to improve the client and agent experience.Consistently drive efficiencies across process, product, people.
    • Dive into the weeds with support agents, product managers, CSMs, and engineers as needed.

About You

    • 8+ years of related work experience, with at least 5 years of experience working in a SaaS Customer Support organization serving Enterprise/B2B customers.
    • Proven track record deploying and scaling full stack of CS/CX systems and solutions including but not limited to, IVR, call center, ticketing, data insights, chat, knowledge management, and workflow management.
    • Proven experience serving as a point of escalation for critical client issues and leadership experience in cross-functional issue response teams.
    • Deep drive and desire to improve customer experience.
    • Ability to design and execute strategic projects in a fast-paced setting.
    • Strong analytical, data, and troubleshooting skills.
    • Excellent written and oral communication skills.
    • Creative problem solver. Able to identify real obstacles and viable solutions.
    • Outcome-oriented.
    • Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve

Bonus Points

    • MBA
    • Administrator experience with Zendesk, Salesforce, JIRA and customer-facing tools
    • Experience with automation and/or BPO solutions
What makes an ideal candidate
• Passion. Building beautiful products that take complex tasks and make them feel simple and intuitive
• Accountability. In a small team of early employees, it is crucial that we all own the outcome and quality of the work we do. The buck always stops with you!
• Grit. Working with government can be challenging in ways that startups frankly aren’t, but the scale and importance of the problems we are solving more than make up for it. We are looking for folks that share that mentality.

Working at Indigov
• Competitive salary, equity, healthcare, and 401k
• High-degree of autonomy, flexible remote work, and unlimited PTO
• Drive technical direction of the company and help improve the efficacy of the U.S. government
• Equal opportunity employer