Director of Support, Level Home
Smart locks for the home
Job no longer available
Smart locks for the home
201-500 employees
Job no longer available
201-500 employees
Company mission
To put people before technology and home before smart.
Role
Who you are
- 8-10 years of experience in a Support or related function for software platforms or technical product suites, including 5+ years of people management. Experience w/ B2B2C or B2C models is a plus
- Strong analytical problem solving skills, and demonstrated ability to collaborate well with engineering teams
- Leadership skills, including a demonstrated ability to create and execute against a strategic vision and develop a high performing team of Support professionals
- Comfortable working in a startup environment, have the ability to deal with ambiguity and create structure from the ground up
- Experience with on-site support scenarios and support of IoT devices and software platforms is a plus
- Experience managing support engineers, and an ability to decipher and troubleshoot technical issues
- Experience with outsourced support vendors, preferably with an international footprint providing Support to US based customers
- Strong desire to lead a high impact role, do the work to build a high performing Support team and contribute to our company values of Quality, Growth, Team, and Care
- Team player with a collaborative mindset and the ability to work effectively with cross-functional teams
- Can travel for business purposes up to 15% of the year
What the job involves
- Level provides product and customer support to staff and residents of multi-family residential communities.
- Support is provided to residents via remote troubleshooting for software support, as well as on site visits from our pool of professional technicians for hardware related support.
- The Director of Support provides strategic and operational leadership of all aspects of the Support department, including Tier 1 - 3 agents and support engineers.
- This role will provide hands-on leadership in coaching, process and system design, and workflow design in order to provide high quality support to our consumer and business customers.
- This leader will create a high performing Support team that provides fast response and resolution times, as well as excellent customer satisfaction scores.
- This position reports into the Vice President of Operations and Customer Success.
- This is a new position and represents an exciting opportunity to build robust processes, systems, and standards that will help enable Level’s business growth and scale over the coming years
- Provide daily leadership of the Support team function, getting hands-on when needed to help resolve troublesome cases, and proactively manage Support outcomes and metrics
- Design, improve, and manage Support workflows and playbooks, ensuring that cases are managed in a timely and effective manner from start to resolution
- Lead the team of managers, Tier 1 - 3 support agents, and support engineers, coaching them to improve their skills and capabilities while developing their careers
- Encourage the build-out of a robust internal knowledge base to improve support outcomes
- Evaluate existing systems and processes to produce a roadmap for improvement and development of modern, automated, and self-serve support capabilities and standards
- Create and manage cross-group standards for managing production incidents, involving strong collaboration with Engineering and DevOps, and providing high quality communications to Operations, Customer Success, Sales and our customers
- Leveraging knowledge from customer experiences, take initiative to influence the product roadmap to prevent issues from occurring and improve the overall customer experience
- Manage the support budget and resources, optimizing costs while providing high service quality
Our take
Level Home sets out to make home security easier than ever before with its multi-mode smart locks.
It offers two main selling points - versatility of use, and elegance of design. The product certainly is versatile, and can be operated by key, touch, code, voice, and app. Locks can be set to open and close at specific time, or you can send people one-off unlocks via the app. The products have been lauded for the design, too, with multiple award wins and gaining frequent comparisons to Apple.
The digital home security market they isn’t yet huge, but is developing quickly. And legacy players like Yale are modernising their offerings to adapt. But Level Home is steep ahead of those scrambling to catch up - its ability to integrate with Apple’s HomeKit and Ring doorbells makes it particularly attractive to customers, and its used impressive funding to acquire smart-home competitors like Dwelo.
Kirsty
Company Specialist
Insights
Company
Funding (2 rounds)
Nov 2021
$100m
SERIES C
Oct 2019
$71m
EARLY VC
Total funding: $171m
Company values
- We start with empathy, take new perspectives, and challenge existing standards
- People are at the heart of what we do, and respecting their style, choices, and preferences is the first step to uncovering a thoughtful solution that truly improves their daily lives
- We’re not just designing products for a house, we are designing them for the people who make it a home
Company HQ
Centennial, Redwood City, CA
Articles
Leadership
Ken Goto
(CTO)Former Product Unit Manger at Microsoft, Director of Product Development at Starbucks, Senior Director of Engineering at Apple, and Co-founder & CTO of Tripshare.
John Martin
(CEO)Previously worked as Group Program Manager at NASA, Project unit Manager at Microsoft, Senior VP of Product at Loudeye, VP of Digital Music and Starbucks, VP of the App Division at Apple, and Senior VP of NSeries Devices at Nokia.
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