Director, Support

About Fishbowl 

Fishbowl is an industry leading, top supplier of manufacturing and warehouse management software for small, medium, and enterprise sized businesses across 40+ verticals. While our mission is to deliver amazing software, service, training, and support to our customers to help them grow and scale their business operations, our passion is helping people. Whether you are new to owning and operating a business, or you have been at it for 20+ years, Fishbowl provides simplicity and flow for business owners and makes it easier for them to focus on what they love most, running their business. 

To support the mission of Fishbowl, we have recently partnered with Diversis Capital to invest in Fishbowl’s growth and market scale. We are well on our way to developing exciting new cloud-based products that will continue to surprise and delight our existing and future customers. We also have exciting plans to expand our efforts internationally and are focused on building a globally oriented team that will allow us to scale our operations and future market growth potential. 

The Opportunity 

As the Director, Support, you will play a pivotal role in shaping and overseeing the strategic direction, development, and growth of our Customer Support team. You will work closely with cross-functional teams to ensure the success of Fishbowl Commerce as an integral part of Fishbowl's product solution. 

Key Responsibilities: 

•  Lead, mentor, and inspire a team of customer support managers and representatives to provide exceptional support to our customers. 
•  Develop and implement customer support strategies and initiatives aligned with the company's goals and objectives. 
•  Continuously evaluate and enhance customer support processes to optimize efficiency and effectiveness. 
•  Champion the voice of the customer within the organization, ensuring that customer feedback is heard and acted upon. 
•  Create and deliver training programs to equip the support team with the skills and knowledge needed to excel in their roles. 
•  Establish key performance indicators (KPIs) to measure the effectiveness of the support team and use data-driven insights to drive improvements. 
•  Collaborate with other departments, including product development and sales, to address customer needs and ensure a seamless customer experience. 
•  Manage the customer support department's budget effectively, including resource allocation and cost control. 

Qualifications: 

•  Bachelor's degree in business, computer science, or a related field (Master's degree preferred). 
•  7+ years of experience in customer support or a related field, with 5 years in a leadership or management role. 
•  Proven track record of improving customer experience and support processes. 
•  Strong analytical and problem-solving skills. 
•  Excellent communication and interpersonal skills. 
•  Experience with customer support software and CRM systems. 
•  Ability to work collaboratively in a fast-paced and dynamic environment. 
•  Exceptional leadership and team-building abilities. 

Benefits 

•  Flexible PTO with no accrual needed allowing employees the time they need away from work 
•  Multiple healthcare options to choose from including PPO and CDHP options with matching company contributions to an employee’s HSA account 
•  Paid parental leave 
•  401K matching 
•  On-site gym, company paid lunches, fully stocked snack bins and refrigerators in the office (anyone want a Monster to drink?) 
•  A team environment where people want to work from the office, but enjoy the freedom to work from anywhere 
•  and much more! 

 
E-Verify 

Fishbowl participates in the Electronic Employment Verification Program. Please visit https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf for more information. 

EEO 

Fishbowl 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. 

ADA 

Fishbowl is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.