LastPass is looking for a Director, Customer Self-Service & Digital Support:
Are you an innovative leader ready to redefine customer support? We’re on the hunt for an experienced Director of Customer Self-Service & Digital Support to spearhead our self-service initiatives! This role is pivotal in enhancing customer experiences through scalable digital solutions, empowering customers to resolve issues and access information independently. You’ll drive the strategy, optimization, and performance of our self-service channels while collaborating with cross-functional teams to elevate customer satisfaction and success.
Join our vibrant, privately-owned SaaS company located in Boston's Innovation District! This remote position reports to the Senior Director of Global Customer Care in the United States. It’s a fantastic opportunity for a detail-oriented individual eager to drive meaningful improvements within our Customer Care organization.
If you are passionate about complex problem solving and motivated by scale, then this is the role for you!
Who will you work with?
- Global Customer Care
- Marketing
- Customer Success
- Operations
- IT
- Software & Platform Engineering
- Product Management
- Product Marketing
- Sales
- Security
- POST (Privacy Operations, Safety, and Trust)
- TIME (Threat Intelligence)
What are some of the exciting challenges you will be working on?
- Craft and execute a visionary strategy for our customer self-service platforms, including the Help Center, community forums, social media support, and chatbots.
- Lead, mentor, and inspire a talented team of self-service professionals, including content creators, social media agents, and community advocates.
- Collaborate with Customer Success, Operations, Product, Marketing, Sales, and Engineering teams to align self-service solutions with overarching company goals.
- Oversee the creation and maintenance of high-quality Help Center articles, guides, FAQs, and other documentation to ensure customers have access to the latest information.
- Drive the strategy and optimization of chatbot functionalities to automate customer queries, providing seamless 24/7 digital support.
- Manage and nurture the LastPass Community forum to promote engagement, advocacy, peer support, and knowledge sharing.
- Design and implement innovative community programs to sustain engagement and encourage community-led support.
- Track, report on, and optimize key performance metrics such as customer satisfaction, engagement, deflection rates, and response times across self-service and digital support channels.
- Collaborate closely with Product, Engineering, Customer Support, and Customer Success teams to effectively capture and address customer issues raised through self-service channels.
- Partner with Product Marketing and the Director of Customer Advocacy to engage with user-generated content on third-party websites like G2 Crowd.
- Utilize analytics and user feedback to continuously enhance content, chatbot accuracy, and social media support interactions.
- Implement best practices for social media customer service to ensure seamless communication across all channels.
- Identify opportunities to elevate self-service tools through AI, machine learning, and emerging technologies.
- Continuously improve workflows and processes to boost efficiency, self-service adoption, and overall customer satisfaction.
What does it take to work at LastPass?
- You thrive in a team environment, effectively collaborating with colleagues across various time zones.
- You excel in a fast-paced environment, adeptly shifting responsibilities while managing a high volume of complex, repetitive requests.
- You have experience in a professional software environment, particularly in Self-Service & Digital Customer Support.
- Strong leadership skills and a collaborative mindset are essential; experience in security and/or privacy is preferred.
- Proven expertise in developing and driving B2C and B2B customer advocacy programs through self-service channels.
- Familiarity with community platforms, CRM/support ticket systems, and social support platforms is crucial.
- Experience in a global work environment with cultural awareness; willingness to travel internationally and adapt to different time zones is a plus.
Our compensation reflects the cost of labor across several US geographic markets. The typical base pay range for this role across the U.S. is USD $160,500 in the lowest geographic market and up to $190,000 per year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
