HackerOne Inc. seeks Director, Support & Mediation in Seattle, WA:
Leadership & Team Development: Manage, coach, and develop a global, multi-tiered support and mediation team, including offshore contractors, fostering a culture of continuous improvement, empathy, and service excellence. Mentor staff to enhance service performance, improve customer interactions, and ensure effective prioritization of client issues. Strategy & Service Delivery: Develop and implement the strategic vision for support and mediation, aligning with broader company and Customer Success goals. Ensure high-quality, consistent support across multiple channels, driving satisfaction and loyalty. Build and refine escalation processes to streamline and scale incoming customer escalations efficiently. Dispute Resolution & Technical Escalations: Oversee the resolution of complex disputes related to research feedback, compensation, and code of conduct violations, ensuring fairness, transparency, and timeliness. Manage technical escalations and surface key product quality insights to Product and Engineering teams to influence the roadmap and enhance the user experience. Performance Management & Continuous Improvement: Track and measure service level compliance metrics daily, leveraging insights to drive improvements and maintain service level agreements. Lead programmatic initiatives to enhance service deliverables and improve client satisfaction. Cross-Functional Collaboration: Partner closely with Product and Engineering to address user pain points, reduce support issues, and drive long-term improvements in product quality and service efficiency.
Full-time telecommuting permitted.
Benefits: Medical/Dental/Vision Insurance, HSA, FSA, Employer-paid disability insurance (long & short-term), Employer-sponsored life insurance, Employee Assistance Program, Genomic Life, Norton LifeLock, Pet Insurance, PTO, Paid Leave, Flexible work stipend, 401k, & Equity Stock Options.
40 hrs/week, $286,270/yr. - $300,000/yr. Must also have authority to work permanently in the U.S.
To apply: Visit https://www.jobpostingtoday.com/application/74476/apply
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