The Director of Support will lead the development and execution of the customer support strategy, ensuring alignment with business objectives and exceptional service delivery. This role involves managing and mentoring the support team, optimizing operational workflows, and leveraging data-driven insights to drive continuous improvement. The Director will act as a customer advocate, collaborate with cross-functional teams to enhance product quality and oversee the resolution of critical escalations to maintain strong customer relationships.

You will have the opportunity to:

  • Strategic Impact: Shape and execute a support strategy that drives customer success and aligns with company goals.
  • Leadership Growth: Build, mentor, and scale a high-performing support team.
  • Operational Innovation: Streamline processes and enhance service delivery for maximum efficiency.
  • Customer Partnership: Advocate for customer needs, influencing product and service improvements.
  • Problem Solving: Lead the resolution of critical escalations, ensuring positive outcomes and strong relationships.

We are looking for people who have: 

  • Leadership: Ability to inspire, mentor, and manage a high-performing support team.
  • Strategic Thinking: Proficiency in developing and executing customer support strategies aligned with business goals.
  • Operational Management: Expertise in optimizing workflows, processes, and tools to ensure efficiency and SLA adherence.
  • Customer-Centric Approach: Strong advocacy and communication skills to represent customer needs and drive product improvements.
  • Problem-Solving: Skilled in handling escalations and resolving complex customer issues effectively and diplomatically.

In the United States the range is typically a salary of $190,000 to $200,000 + bonus + equity + benefits. The range provided is Shopmonkey’s reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location, experience, training, skills, and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related factors.

Why Shopmonkey? 

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees) Other benefits vary upon location outside the United States, and employment status):

💪🏼 Health & Wellness 

  • Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date 
  • Short term and long term disability 
  • Employee assistance program
  • Reimbursement for a personal health and wellness membership 
  • Generous parental leave 
  • 401(k) available upon hire 

✈️ Time Off 

  • 11 paid holidays 
  • Flexible time off - take the time off you need! 

🥰 Giving Back 

  • Matching donations for approved charitable organizations 
  • Group volunteer efforts 

🌟 Personal & Professional Development 

  • Weekly internal product & company training sessions
  • Monthly events & education activities focused on DEIB, personal and/or professional development
  • Individual career progression plans and leadership/management training

Check out our founder’s story, life page, or hear from real employees about what it’s like to work at Shopmonkey.

Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.

About the Industry

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform. 

Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth. 

In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023 and 2024.

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at hiring@shopmonkey.io. 

Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

  • Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.
  • Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.
  • While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s Careers page, or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.

 

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