Director of Support

  • Bandcamp
  • Remote (Remote - Anywhere)
  • Dec 14, 2021
Director Full Time Community Customer Success Customer Support Operations

Job Description

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.

You will:

  • 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.

You have:

  • 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 

To apply:

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.