Customer Support Team Lead

FULL TIME

SF, NYC, or remote

Apply Now →

The Company

Dover is building the first end-to-end recruiting orchestration platform for the world's top companies. We combine best-in-class candidate evaluation technology with bespoke process automation to help companies find and hire top talent for their open roles.

Recruiting is a $50B/year industry in the US, but recruiting departments and agencies still have incredibly manual processes.

We've built a better way. Our advanced matching software identifies the perfect candidates across all recruiting channels and drives the hiring process to create a seamless, white-glove experience for both companies and candidates.

Dover went through Y Combinator in 2019, and today 100+ companies use our product to run a better hiring process. We've raised $23M from top VCs and are currently profitable. We're a remote team of 50+ with hubs in San Francisco and NYC and a presence in Boston, LA, and DC.

About You

Dover is looking to expand the leadership of our Customer Support team. This team has a diverse background but we all love helping our customers find the perfect candidate for their open roles. As an early employee, you'll have the opportunity to heavily impact the trajectory of the team.

You will work on customer-facing activities like troubleshooting and supporting customers to optimize their use of Dover. You will learn how our customers use our product on a day-to-day basis and you will become the voice of the customer and Support Team to our Product Teams. You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, and Product Managers to optimize our service. Your day-to-day work will involve helping to onboard new Support Team members, and being the first line of defense for any & all questions they may have. Obsessed with providing stellar customer service & support, you'll proactively sweep the communication channels (Slack, Email) of your direct reports to ensure that no ball is dropped. Our customers will know they can rely on our Support team to be prompt, responsive, available, and friendly.

This role will report directly to our Director of Customer Support who reports to our CEO. We are a small and growing team, so your responsibilities will evolve rapidly. As an early hire, you will have unparalleled opportunities for ownership and growth within the company.

What You’ll Do

  • Actively observe, interface and manage customer requests for your assigned accounts and help customers succeed with our product
  • Manage the day-to-day aspects of our growing support team, incidents, and escalations
  • Coordinate with team members to help ensure consistent service is being delivered
  • Coordinate and lead 1:1’s with your direct reports focusing on support related topics such as cases, incidents, performance, and operational aspects
  • Leverage metrics to make strategic decisions, concentrating on results
  • Interface with cross-functional teams to drive product or process improvement

What We’re Seeking

Must Have
  • 3+ years of professional leadership experience
  • Have a BA / BS degree at a 4 years university or equivalent practical experience
  • Have experience with mid-market accounts
  • Have worked in an industry relevant to Recruiting and Software
  • Open to joining a fast-paced environment
  • You actively seek out new challenges and opportunities
Nice To Have
  • Prior experience with account management
  • Have a can-do attitude
  • You are familiar with SQL
  • Be able, and willing, to multitask and learn new things quickly
  • You proactively identify problems and opportunities and generate creative approaches to solve them
  • Able to motivate, instill a strong sense of ownership, and build a culture of accountability in your team

Benefits

Development

  • Competitive salary and meaningful equity
  • Support for personal and professional development outside of work
  • Opportunities to grow within the company
  • 401k

Wellness

  • Comprehensive health and dental benefits covered 100%
  • Daily lunch

Flexibility

  • All the tools you need to do your best work, including laptop, monitor, desk, chair, and more
  • Flexible work schedule
  • Unlimited PTO plus mandatory 2 week vacation
  • Travel budget to visit New York and/or San Francisco offices

Dover is hiring remotely across the US and US-friendly timezones.