Hybrid Director, Customer Support bei CATALIS

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

The Director of Customer Support for Courts and Land Records is responsible for developing and implementing a scalable strategy to deliver consistent, high-quality customer service across all products in the vertical. This includes managing resources to stay within budget and overseeing the recruitment, training, and development of a global, high-performing team. The role also involves defining and analyzing KPIs, handling critical customer escalations, and optimizing support processes to improve response times and satisfaction. Additionally, the director oversees knowledge management and serves as the voice of the customer, working closely with Product, R&D, and Customer Success teams to drive product improvements. 

While this role may be performed remotely, we strongly prefer candidates based in one of the following areas: Minneapolis, MN; Jacksonville, FL; Alpharetta, GA; or Sanford, FL. 

What You Will Do

• Leadership and Team Development: Recruit, train, and mentor a high-performing global team, fostering a culture of customer advocacy, accountability, collaboration, and professional growth. 
• Customer Advocacy: Act as the voice of the customer, documenting customer service actions and discussion and collaborating closely with Product, R&D and Customer Success teams to prioritize feedback and drive product improvements. 
• Organizational Transformation: Identify and drive transformational initiatives across people, processes and technology to build a more scalable, agile and customer-centric organization—delivering operational efficiency, enhanced team performance and measurable impact on budget and growth goals.  
• Technical Customer Support Strategy: Develop and implement a scalable strategy to deliver consistent, high-quality service across all customer products within the vertical.  Control resources and utilize assets to achieve results and stay within budget.   
• Metrics and Performance Management: Define, track, and analyze key performance indicators (KPIs) such as CSAT, time to resolution, and support ticket volume. Monitor and act on opportunities for improvement & refinement. 
• Escalation Management: Lead and resolve critical customer escalations with a proactive, solution-driven approach, ensuring timely resolutions and excellent communication throughout the process. Maintain an orderly workflow according to priorities across the vertical and products. 
• Operational Excellence: Design and optimize support processes, policies, procedures, standards, tools, and workflows to enhance response times, resolution rates, and overall customer satisfaction.  Keep ahead of industry’s developments and apply best practices to areas of improvement. 
• Knowledge Management: Oversee the creation and maintenance of a comprehensive knowledge base to empower customers with self-service resources and support team with training materials. 

What You Will Need to Succeed

• Bachelor’s Degree preferably in Engineering or Computer Science, Business or a related technical field or equivalent experience 
• 5+ years of experience in technical customer support leadership, with a proven track record of success 
• Demonstrated success in delivering exceptional support within a growth SaaS and/or professional services environment. Experience scaling and building teams – onshore, near and offshore a plus. 
• General knowledge of SQL queries, Windows server administration to be able to assist team members with issues.  
• Ability to think strategically and to lead  
• Strong interpersonal and communication skills to effectively collaborate with cross-functional teams and engage with customers 
• Advanced troubleshooting and multi-tasking skills  
• Deep empathy for customer needs and a commitment to delivering exceptional service at every stage of the customer journey. 
• Because this position has access to criminal justice information, you must be able to complete Criminal Justice Information Services (CJIS) related training and pass a secondary FBI Level background check. 

Preferred, not required 

• Experience supporting multiple legacy products in various stages of the product lifecycle and with varied technology stacks, including on-premise products, cloud native, and everything in between is preferred 
• Experience using and optimizing best-of-breed CRM & Support technology (Salesforce Service Cloud, Confluence, JIRA, and Adobe Acrobat) is preferred  
• Experience leveraging AI for customer support is a plus 
• Awareness of court and official records software and industry’s latest technology trends and applications 
• Experience in B2G, especially in courts, justice or official records software market is a plus 

What we Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
• Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for professional development and career advancement
• The chance to make a significant impact on the delivery of government services and the lives of citizens.

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.