Why you?

You are a mission-driven builder, and you understand the importance of delighting customers. You are flexible and curious, designing and testing ideas and assessing their impact on the business. You are a strong leader, effectively guiding and coaching your employees and setting them up for success. You excel at working cross-functionally to get things done, and you thrive in rapid-growth mode. If this sounds like you, we'd like to talk.

Why us?

The Mom Project is a remote-first Series C stage startup that is unlocking the potential of moms. We are backed by some of the best investors in the world and are lucky to be surrounded by an incredible leadership team and team of advisors, including the GOAT, Serena Williams. 

The Mom Project is a platform business leading a cultural movement.  To date, our platform has unlocked over $200M in earning potential by connecting our 500,000+ moms and mom-supporters with opportunities at world-class brands like Apple, Accenture, Etsy, and Nike ...and we’re just getting started. 

About the role

As Senior Director of Customer Support, you’ll create and oversee the customer and technical support team responsible for all reactive customer support for both our talent community and our customers. We are seeking an exceptional leader who will double down on customer centricity, use data to make informed decisions, and strategically manage the support function. In this role you’ll partner closely with the leadership team to develop and execute our customer support strategy. You’ll ensure continuous improvement of the customer experience and operational excellence as we scale.

Primary responsibilities

• Hire, train, manage and develop a customer centric, motivated and high performing Support organization


• Drive the vision for the future of Support at The Mom Project, and introduce innovative ways to support both our talent community and our customers with the goal of achieving the highest standards in customer satisfaction


• Optimize reactive support short-term, and longer term develop a vision and plan for proactive support


• Ensure the team meets and exceeds aggressive Support expectations, performing at or above industry leading targets including response time, resolution time, and customer satisfaction


• Develop infrastructure to ensure the support team has the process and systems necessary to provide a great customer experience


• Serve as the primary escalation point for Support questions or issues while working cross functionally across engineering, sales, product, and program to ensure successful customer outcomes


• Identify emerging trends and articulate those qualified insights across stakeholder groups for strategic action


• Advise on best practices  and identify requirements for Intercomm use

About you: 

• 6+ years of professional experience scaling support within a SaaS organization


• Both B2B and B2C experience preferred


• Experience directly managing a high performing distributed team, with a minimum of 3+ years of people management experience


• Excellent communication skills both verbal and written to accompany strong analytical skills.


• Ability to thrive and lead effectively in a highly dynamic, often ambiguous, and fast-paced environment


• High empathy for customers, passion for helping others, and ability to stay calm under pressure


• Proven track record of success in scaling Support teams and maintaining SLAs


• Proven ability to hire and develop successful support representatives


• Strong leadership and influencing skills; ability to negotiate and build strong business relationships internally and externally.


• You align with our core values: Curiosity, Accountability, Customer Obsessed, Respectful, and Humble.


• Intercomm, Hubspot and Salesforce experience preferred


• Must be comfortable with a fast paced, constantly changing startup environment.

Why you’ll love working here:

Compensation & Benefits:

• Base Compensation


• Full Medical, Dental, Vision 


• Short and Long Term Disability


• Generous Paid Parental Leave 


• Family planning benefits through Progyny


• Generous PTO 


• 401K match

Let me see those Perks, Perks, Perks! 

• An incredible remote team that will support and champion your work


• Health and Wellness stipend


• Learning and Development stipend 


• Work From Home Stipend

We're just getting started. Join us in building the future of work.