Bandcamp is seeking an experienced, empathetic and data driven Director of Support to lead our much beloved, and growing, customer support team. The Director will build and expand on our current support structure to enhance the quality and efficiency with which we resolve questions and problems raised by our global community of artists, labels, and fans.
Bandcamp is a global music community where fans discover great music and directly support the artists who make it. Artists have earned over a half-billion dollars on Bandcamp. We believe that music is an indispensable part of culture, and for that culture to survive, artists must be compensated fairly and transparently for their work.
Lead a team of Support Managers, helping them manage and support a growing team of Support Specialists who respond to over 80,000 support requests each year
Optimize how we respond to support requests and how we manage our support inbox
Develop a comprehensive understanding of our features, our support platforms (Fogbugz, HelpScout, Solvvy, Phabricator, Hive, internal admin tools), the types of support requests that come in, and the best ways to respond to them in an empathetic and efficient manner.
Work with the support team to plan content moderation efforts and hire a lead to specialize in this area
Oversee hiring of Support Specialists and Managers, to build a global, diverse team that reflects the diversity of our artists and fans.
Develop, with your team, data-driven reports for leadership, product and engineering teams that highlight what your team is seeing, where and how problems might be solved.
Extensive leadership experience in customer support at a technology company
Demonstrated experience scaling teams and processes
Experience managing a large team and building team cohesion
Proven track record of solving problems for users and for your team
Superb written and verbal communication
Comfort using Google Sheets / Excel to create and manage ongoing reports (SQL
experience is a plus)
Experience collaborating with engineers, Product Managers and Designers
Please visit fill out this application and we’ll get back to you soon. Please note: We’re posting this role first with communities that prioritize diversity so you won’t see it yet on Bandcamp’s jobs page.