Salsify: Director of Global Customer Support
101 Federal Street, Suite 2600
Boston, MA 02110

Employee Testimonials

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The Vision

We're looking for an experienced and innovative Customer Support leader to set a new standard for creativity and change while redefining what it means to be a best-in-class, industry-leading Customer Support organization.

We believe that Customer Support is a strategic part of the relationship Salsify has with our customers. We dont believe in being a transactional Support organization; its crucial for us to partner with our customers, understand their goals, and ensure their success.

Key Responsibilities

The Director of Customer Support plays the lead role in setting strategy for the Customer Support department. Youll drive the changes necessary to improve operating and organizational efficiency of the Customer Support team, and will develop strategic partnerships with other departments to provide meaningful insight, influence product road map, maximize end-to-end customer experience and help achieving their desired outcomes.

As the Director of Customer Support at Salsify, you will have a unique opportunity to help the Company grow and scale. We are expanding the global presence of our Customer Support team by building 24/7 coverage with a follow the sun approach across our locations in the US (coast to coast), Portugal, and Singapore. Make sure we deliver consistent high quality support across geographies, while also recognizing and developing unique cultures of each location.

You will drive the transformation of the Customer Support organization to become more proactive, innovative, and focused on customer experience. You will partner with leaders across Customer Success to define and lead a new Global Escalation Management function within the Customer Support organization. You will need analytical approach to understanding and continuously improving the performance and efficiency of our support experience.

We see the Customer Support function as a critical competitive advantage. To build on this advantage, the Director of Customer Support will continually release innovative services such as advanced Support tools, interactive contact channels , tiered Premium Support offerings, and proactive functions that maximize our customers return on investment.

The Support team environment is intense and dynamic; it takes creativity, managerial commitment, and personality to create a positive and productive atmosphere. Part of your leadership focus will be to develop a career path for all Support personnel and provide clear vision and ongoing guidance for the team.

Requirements:

  • Minimum of 10 years experience leading SaaS Customer Support functions
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • Ability to translate technical concepts to management, leadership and customers
  • Proven track record of working collaboratively to improve the customers experience
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences
  • Strong communication, presentation, and relationship management skills
  • Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports
  • Ability to develop collaborative relationships with customers and peers
  • Knowledge of CRM tools, preferably Salesforce & Zendesk
Salsifys mission is to empower brand manufacturers to deliver the digital product experiences that consumers demand. Salsify pioneered the first PXM (Product Experience Management) offering that transcends traditional PIM, Syndication, and Analytics. As the first multi-tenant, SaaS solution to offer all 3 key components to deliver exceptional product experiences online, Salsify is already working with thousands of leading brands across the globe.
Throughout 2018, Salsifys employee growth and unique culture earned the company Best Workplace award wins from both local and national outlets. BostInno recognized Salsify as one of the 10 Coolest Companies in Boston. We were also named in Fortune Magazine's Great Places to Work and a Top 100 Boston Tech Company from Built in Boston and Boston Globes list of Top Places to Work. We are one of the most innovative, high-growth tech companies in Boston. Were investing in growth to help fuel our rapid expansion and looking for the the best talent in the tech space to join our team.
No agency submittals will be considered.
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Full-time

Employee Testimonials

Rovaira Dasig
Product Management

Let's be honest. A lot of tech companies will jostle to be the most "this" or "that," when in reality, they appear to be quite similar. At Salsify, I get to be me - no pretense, no excuses, no hiding - and that's what I love most about working here. One of Salsify's core values is to be a company where everyone is empowered to build the company at which they want to work. And despite being here for only 6 weeks, I'm already making an impact on the work we do, the company we're building and the future we're hustling toward. They have literally built a development program for the new team that I joined, which will fast track my technical and professional skill set in ways that just doesn't really exist at most other startups. This level of investment and commitment Salsify has for its team is what draws people to our company.

 

Dave Simel
Product Manager

I'm the kind of person that puts personal growth at the top of the list when it comes to finding a company to work for. From the moment I started at Salsify, I can honestly say that the leadership has had my best interest in mind. I have been to industry conferences, developed more technical skills, participated in department trainings and have been promoted since I started a little over 1 year ago. The culture is fun and positive and I legitimately love coming into work everyday to work with friends and for great leaders. 

Joana Laranjeira
Customer Support Engineer

What can I say about Salsify other than... Thank you! These past months have been an amazing journey of professional and personal growth. This is a place where they celebrate you as a colleague, where working as a team really means working as a team!
Salsify's company culture is incredible and management actually cares about employees as human beings. You can literally walk up to anyone, even the founders, and have a conversation about anything. So glad I joined!

Stephannie Vargas
Project Manager

Why Salsify? What makes it different from other companies? 3 things. The culture, the people, and the new challenges. These are the three key factors that keep me excited and make me want to come in the office everyday. Being a part of Salsify for almost two years, I have had the honor of seeing Salsify grow from a small start-up to a larger employee community. My day to day consists of exposure to unique and challenging projects that I tackle with the help from peers, with such a wide range of experiences and backgrounds. As a recent grad, I never imagined my first job would incorporate such a rich culture that would not only give me the ability to do impactful work, but would allow me to do so at an early stage in my career. Sharing my passion for this company is an easy task, it almost seems silly to have to explain the logic for what I consider a perfect match and the best decision I ever made.

Nathan Oldakowski
Associate Solutions Engineer

I love the people at Salsify! Everyone is so approachable and fun, they've made it very easy for me to grow personally and professionally. I feel like I always know what's happening within the company because everything is so transparent and open; it's a great organization to be a part of.

Marta Carvalho Salsify
Marta Carvalho
People Operations Specialist

I'm having the time of my life at Salsify! I’m doing what I love in a company that has everything you can ask for your personal and professional growth; an amazing culture with great vision, values and a unique team that feels much more like a family.  We really care about our people and you can feel a genuine concern for the well-being of our team. We are demanding and we always look for the best solution to our products and customers.

Meredith Broderick
Meredith Broderick
Senior Consultant

I love working at Salsify for two reasons: It's rare to find a company so at the forefront of digital thought leadership and an employee culture that fosters confidence, trust, and high performance from peers and managers!