Director, Customer Support

Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.

Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe.

The Director of Support leads a team of Customer Support professionals responsible for supporting customers with product requests and solution integration needs. As the leader of a key business function, the Director of Support owns the execution for weekly Support performance KPIs, ensuring exceptional quality customer experiences, designing repeatable and scalable business processes for a regimented program, and coaching the team to achieve their goals.

What You’ll Do

• First Week: You'll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the team. 

• First Month: You will familiarize yourself with the support team and our operating rhythms. You will begin coaching and mentoring the team, serving as a form of escalation, and assisting with support shifts.

• First Six Months:  You will assist the team by acting as a player-coach. You will aid in running day-to-day operations of the support team and assist in completing larger, strategic support initiatives like staffing support for the PAC Classic and Quorum PAC products and rolling out specialized support escalation pathways. 

• First Year: You will provide and act on initiatives for changes to operating procedures to enhance customer experience and employee satisfaction.

Responsibilities

• You have 4+ years of work experience leading a Support, Customer Success or Professional Services team in a SaaS environment.

• You have experience coaching others on how to diffuse tense or difficult situations with customers via email or other digital communication channels.

• You have a vision to drive the evolution of the Support team that matches Quorum’s long term growth objectives.

• You are obsessed with delighting customers and coaching teams to deliver exceptional customer experiences.

• You are highly analytical and detail oriented with a metrics driven approach to team performance.

• You have familiarity with Customer Support management software (Zendesk, Gainsight, etc).

• You are able to build repeatable and scalable business processes.

• You are a strategic thinker that can see beyond the day-to-day grind to establish a vision for the Support team’s long term identity.

• You believe in creating a team environment of innovation and continuous improvement.

• You are adaptable and agile, able to respond quickly to changing needs of the business and resilient in the face of setbacks or adversity.

About the Support Team

• We’re responsible for ensuring that clients have an amazing experience with Quorum.

• We are dedicated to every user’s success and address challenges quickly and creatively.

• We act as staunch advocates for our clients, including identifying and responding to diverse client use cases.

• We take pride in developing personal relationships with our users and our team.

• We regularly support one another to ensure the success of our team and our clients.

• We're very close as a company—we work together, hang out together, and we value each others' ideas and input.

Compensation Structure

• This is a full time CLT position.

Our Work Environment

• We are a remote-first team with flexible work options: work remotely, or you may choose to come into our office in Belo Horizonte.

Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We'd love to talk to you!

Compensation Structure

• This is a full time CLT position.

Benefits

• Flexible Paid Time Off

• Standard Brazil holidays plus additional company-wide days off for team members to rest and recharge

• Free Subscription to the Calm App

• Free Subscription to LinkedIn Learning to support professional development

• Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!

• Monthly Work from Home Stipend

• Mental and Dental Care by SulAmérica

• Virtual and in-person team events

• Mental Health stipend

• Alelo Food Voucher

• In company English classes

• Inclusion & Diversity Affinity Groups to support belonging

• 12 weeks of paid parental leave

Location: Brazil

Please submit your resume in English.

We comply with all requirements for US government federal contractors issued by the OFCCP, IFR, and the terms of our government contracts.

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