Who We Are

Ateliere Creative Technologies provides smart, scalable media supply chain solutions that deliver creative content, from concept to consumer, on every screen, everywhere.

Ateliere™ enables creative people and companies to produce and deliver great work everywhere media happens. Digital asset managers, rights holders, and other media supply chain professionals need to store and process a high volume of content at scale—while reducing overall costs. In addition, visibility and control over libraries and workflows are more important than ever. Ateliere is a cloud-native media supply chain management system that meets those needs. Its modular architecture, industry-leading IMF support, and compatibility with other leading technology providers make Ateliere easy to implement, scale and manage.

Media supply chain professionals and companies of all sizes rely on the IMF-based Ateliere Connect platform. With its cloud-based parallel processing transcoder, Connect delivers unparalleled post-production capabilities at a fraction of the cost of on-premise and other legacy solutions. Meanwhile, content producers and distributors can reach audiences more effectively with Ateliere Discover, which provides the tools to create OTT and streaming apps, monetize content, and derive insights from targeted audience analytics.

We have two locations worldwide, Los Angeles, CA and Bucharest, Romania, and this position will be reporting to the Chief Technology Officer, based out of LA, and the role will be working primarily remote, depending on your location, preferably via Pacific Time Zone, or somewhere within the US that is willing and able to work around the PT schedule.

Job Title: Director of Customer Support

Remote: Within Pacific Time Zone, US

Reports To: Chief Technology Officer (Los Angeles, CA based)

Job Description:

Industry: Media & Entertainment

Location: United States

Experience: Mid-Senior level

Job type: Permanent, Full Time

Who We’re Looking For:

The Director of Customer Support is a key role within our organization, responsible for overseeing and optimizing all customer service and support processes, policies, and strategies through operations and hands on technical support for customers. This manager must have experience with providing Application Support for a global customer base and leading a global, multi-region team. This Manager will play a critical role in driving customer support for applications and tickets from start to finish, and operational efficiency by collaborating with cross-functional teams such as Customer Support, Engineering, Sales, and Product teams.

We are looking for an enthusiastic, personable, curious and experienced leader responsible for establishing and scaling a best-in-class platform customer service operations and team. A successful leader will have the ability to dive deep into the details of customer issues, as well as lead a team of capable and customer support staff. In addition, this leader will lean into a data driven approach and KPI’s to reduce response and resolution times. The successful candidate will have strong communication and leadership skills, be comfortable working with ambiguity and shifting priorities, be technically minded to assist with the software troubleshooting details, and be a highly organized and a motivated individual with the ability to effectively drive customer satisfaction.

Key Responsibilities:

• Lead a global support team (out of India, Europe, and the US) of a cloud-based, media workflow application
• Develop best practices focused on reducing response and resolution times, and resulting in high customer satisfaction
• Establish service levels requirements and metrics in order to report KPIs to both internal and external stakeholders
• Develop and implement training and quality assurance programs for new hires and experienced employees
• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
• Develop and implement methods to record, assess, and analyze customer feedback and trends
• Align customer service activities and initiatives to support and enhance the company’s objectives
• Identify and recommend updates and expansions to technology and policies that may improve customer service and retention
• Liaise and collaborate with Sales, Product, Engineering and other cross-functional teams

Required Qualifications:

• 7-10 years of experience in Application Customer Support or related field, preferably within the SaaS domain
• Excellent leadership, communication, and problem solving skills
• Experience with providing Application Support for a global customer base and leading a global, multi-region team
• Strong understanding of industry best practices such as ITIL and ITSM
• Excellent customer service and relationship management skills
• Ability to develop executive and strategic relationships to implement and support strategic business plans
• Excellent analytical skills, the ability to manage multiple priorities under strict timelines, as well as the ability to work well in a demanding, dynamic environment and meet overall objectives
• Ability to manage and build customer relationships, as well as handle challenging situations
• Strong attention to detail, organizational skills, and being data driven
• Hands on experience with software development, databases and hands-on troubleshooting of technical issues
• Experience with service desk tools and software such as JIRA Service Desk, Zendesk, ServiceNow
• Experience with cloud-hosted applications (AWS, Microsoft Azure, GCP) is a plus, and preference
• Proficient in JIRA, Confluence, Microsoft Office Suite and SaaS solutions

Compensation and Benefits:

• Competitive Salary in the range of $100,000-$175,000, DOE
• Medical, Dental, Vision, 401K