Director of Product Support

About Dexterity

At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work.

We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible?

Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!

As the Director of Product Support, you will build out, grow and manage our Support teams, functions, process, and procedures at Dexterity. This role is expected to create and lead a world-class experience for all our Customers and Partners while inspiring and developing our employees and managing any outsourced vendors. This role requires both strategic and tactical capabilities, while operating in a fast-paced start-up environment. You’ll thrive in this role at Dexterity if you are someone who wants to be a supportive people manager, while also having passion for technology, cross-functional collaboration, process improvement, and all while having a Customer First mentality. This role reports to the VP of Customer Success at Dexterity.

Lead the delivery of exceptional service to our customers, partners, and employees by ensuring the highest quality of service and a world-class experience

Responsible for overseeing the creation, delivery, and improvements of all Support functions.

Lead a team of support and engineering professionals as well as any outsourced vendors tasked with supplying any level of support

Develop and implement strategies, procedures, processes, and even tech stack insights to continuously improve our ability to deliver high-quality support

Work cross-functionally and act as a lead for Root Cause Analysis (RCAs) as well as being a source of insights and recommended improvements across our product lines based on customer usage, issues, etc. This function acts as the amplification of the voice of customer, partners, and employees using data and analytics to drive improvements.

Establish and maintain relationships across our Dexterity ecosystem, and maintain SLAs specific to each

Act as a technical escalation point for teams

Speak directly with customers, partners and employees at all levels of the organizations

Identify, assess, and mitigate risks associated with projects, overall customer experience issues

Work closely with Customer Success Managers to proactively address any issues impacting the overall relationship and/or delivery, functionality, etc. impacting our customers

Work closely with the Product and Engineering teams to ensure a smooth process across the teams for timely resolution of all issues, and continuously improve that process and our communications.

Formalize and drive escalation processes across organizations (internally and externally)

Own the ticketing system/CRM as it pertains to incoming cases/tickets (includes building dashboards and providing insights and analytics along with our Operations teams

8+ years experience in Saas/Technical support leadership or management

5+ years experience and/or formal software engineering experience, and/or experience supporting enterprise HW and SW products

Experience in deploying, rolling back and overall release management of software products

Strong background in use of monitoring and diagnostic tooling (Grafana, New Relic, Splunk, Data Dog, Elasticsearch or Sumologic, etc.)

Good working knowledge of Linux and Git

Experience in working/creating CRM tools (Salesforce, Zendesk, etc.), Jira, etc.

Stellar communication skills with Customers, Partners, and employees at all levels of the organization

The candidate should be passionate about delivering a world-class customer experience (and prove it through data, insights, and a constant drive for efficiency and improvement)

Candidate should display excellent verbal, written, and presentation skills at all levels, including translating technical speak into simple terms and vice versa

Ability to thrive in a start-up company where speed, agility, curiosity, collaboration, and a willingness to build things from scratch are key

Has great mediation skills to drive to collaborative and productive problem solving

Ability to performance manage and develop talent across the organization

Driven, self-motivated, enthusiastic and an overall “Can do” attitude

Kubernetes experience is not required, but a plus!

Experience managing support for hardware + software products is a plus.

Physical Requirements

Occasional loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations

Prolonged periods sitting at a desk and working on a computer.

Additional Information

Travel 50% or more to customer locations as projects demand

May be required to work a varying schedule to support customer requests as needed including nights, weekends, and holidays

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.