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Director, CX Technical

    We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
    In our Customer Experience department, the Director, Technical will lead the team that creates efficiencies and smoother paths for any technical issues our customers experience. This leader will: set the team’s strategy, create scalability for our service delivery model, establish and improve processes and change strategies, identify expansion opportunities, and maintain customer satisfaction and loyalty through a growth mode. They will also create career paths and sponsor initiatives to train and develop their talent to provide best-in-class support across our customer base and prepare for product growth. This role will also liaise with other Directors and teams to ensure customers have a seamless experience across touchpoints, will proactively advocate for solutions to improve their experience, and manage the customer escalation process.
    This is a remote opportunity within Canada and the US.

    What we’re looking for:

    A minimum 10 years of experience leading Customer Support teams with a technical focus
    Excellent leadership and team-building skills with demonstrated experience in building best-in-class technical customer support teams and processes
    Proven ability to manage large teams and oversee complex projects, with a demonstrated ability to strategically collaborate with with other department leaders to ensure alignment with organizational objectives
    Experience in selecting, implementing, and utilizing industry-standard tools for technical support, in coordination with Customer Experience Operations
    Possesses advanced expertise in overseeing development and technical troubleshooting processes with a proven track record of translating complex technical solutions into comprehensible insights for a non-technical audience.
    Experience supporting SaaS products and/or technologies
    Excellent strategic, relationship building, influencing, communication, and creative problem solving skills
    Preferred: Information Technology Infrastructure Library, Lean or six sigma certification

    What you can expect:

    Strategy: Develop and implement strategy and objectives for the Technical Support team that enables Customer Experience’s overall strategy and objectives, while also aligning with the greater strategic plans for 1Password.
    Roadmap: Translate the Technical Support strategy and objectives into a priority- based roadmap of key programs, projects, and/or deliverables, and adjust priorities as customer/business needs evolve, working in alignment with the other Customer Experience pillars.
    Structure and Staffing: Determine the Technical Support’s organizational structure and career pathing. Create and maintain workforce forecasts and plans to ensure adequate staffing levels. This will also include succession planning, mentoring and assisting team members to achieve their career goals, working within the team to help create clear opportunities for growth.
    Organizational predictability: In coordination with the Customer Experience Service pillar, along with other teams within the greater 1Password organization, develop and implement efficient, scalable service standards, processes, and systems. Create a culture for continuous process and quality improvement.
    Delivery: Partner with the Customer Experience leadership team and other stakeholders within 1Password, primarily Partnerships and Go To Market, to establish SLA parameters, and create and implement a plan on how their team will achieve them. Guiding and working with the Senior Managers, ensure that there is understanding of the overall strategic plans while also ensuring the day-to-day activities as undertaken, helping to provide support to those Senior Managers as they work to guide the Managers and teams they are responsible for.
    Management: Responsible for the development of team staffing patterns, working to provide a scalable model that is responsive to the changing business needs of the organization. Oversee the department’s budgeting process, including preparation, alignment with strategic goals, monitoring, reporting, and making necessary adjustments in collaboration with internal teams and senior management. Work with the greater Customer Experience team to develop engagement plans and ensure that all team members are able to bring their best selves to work, knowing they are providing impactful results.
    Collaboration: Foster cross-departmental collaboration, working closely with other departmental leaders to ensure operational cohesion and the delivery of exceptional customer experiences.
    Problem solving: Take ownership of and be responsible for ensuring that escalated issues from customers or internal teams are completed with a collaborative approach for a win-win resolution.
    Metrics/KPIs: Establish metrics and processes to measure team KPIs. Report on metrics and improvement plans to the entire team and senior leadership.

    USA-based roles only: The Annual base salary for this role is between $174,000 USD and $236,000 USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
    Canada-based roles only: The Annual base salary for this role is between $162,000 CAD and $219,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
    At 1Password, we approach each individual’s compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

    What we offer:

    We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
    Health and wellbeing
    >  Maternity and parental leave top up programs
    >  Wellness spending account
    >  Generous PTO policy
    > Company-wide wellness days off scheduled throughout the year
    >  Wellness Coach membership
    >  Comprehensive health coverage
     Growth and future 
    >  Employee stock option program for all full time employees
    >  Retirement matching program
    >  Training budget, 1Password University access, and learning sessions
    > Free 1Password account (and friends and family discount!)
    Flexibility and community
    >  Paid volunteer days
    >  Employee-led DEI&B programs and ERGs
    >  Fully remote environment
    >  Peer-to-peer recognition through Bonusly

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