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Being a Gongster is as good as it gets. Each department strives to be the best at its craft, yet, we're all here to win as a team. We're also future-ready, working with the latest in AI, machine learning, NLP, and speech technology. Combine this with our awesome leadership, prime investors, and customers that are raving fans, and you have a recipe for success.

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Inclusion and Diversity

Whether it’s promoting Women in Sales or sponsoring LGBT+ projects, we walk the walk when it comes to inclusion and diversity. It’s not just about creating a level playing field -- we truly believe that a multitude of voices drives innovation and creativity.

Life at Gong is Best in Class

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Think you know someone with Gongster potential? If you refer a candidate into Gong and they get hired, we’ll send you and a +1 to ANY restaurant of your choosing — even a Michelin-star dining experience. Simply have the candidate inform our team that you’re the referrer and you’ll be on your way!

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Director, Customer Support

User Success - San Francisco

Gong.io helps salespeople have better conversations by using AI and machine learning to pinpoint what the top performers are saying and doing differently. Those behaviors can then be replicated across the entire team to increase quota attainment and slash on-boarding time of new team members. Customer-facing teams at hundreds of companies like LinkedIn, GE and ZipRecruiter use Gong to improve their customer experience in millions of conversations every day.

Responsibilities:

  • Provide world class customer service, making Gong users and customers raving fans
  • Define and drive implementation of customer support processes and procedures
  • Implement tools and technology that will best support Gong’s rapidly growing customer base
  • Serve as a coach and mentor to the existing Customer Support team and be instrumental in growing the team 
  • Work closely with Product, Engineering, Customer Success and Sales to provide the best possible experience to Gong users and customers
  • Establish, measure and monitor customer support KPIs and metrics to track team goals and drive operational efficiency
  • Identify overall areas of improvement in customer service and make recommendations to improve the customer experience

Qualifications:

  • 5+ years relevant experience leading customer support in fast growing B2B companies with expertise in hiring, mentoring, and enabling customer support teams
  • Superb communication skills with both business and technical functions, internally and externally
  • Passionate about providing superb customer experience to every user and customer
  • Experience supporting customer in sales or other customer-facing roles
  • Strong technical knowledge supporting customer environments with CRM systems (primarily Salesforce.com), and utilizing API integrations
  • Excellent analytical and problem-solving capabilities
  • Ability to lead initiatives and manage projects in a cross-functional environment
  • Able to work simultaneously on multiple engagements and priorities
  • Strong communication and presentation skills
  • Bachelor’s Degree

You'll Get To:

  • Work closely with some of the best and brightest high-tech and business talent, who deeply care about providing an amazing customer experience to create a truly amazing team
  • Join a fast-growing, wildly successful company early, make a difference and enjoy the ride
  • Challenge yourself and take your career to the next level
  • Enjoy a competitive compensation and equity package
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A Word from Our Founding Gongsters

“We hire the best and invest in making them awesome. At Gong, you’ll be working with the sharpest minds in business, engineering, and research. Together, you’ll be challenged to be all that you can be, both as an individual and as a team player.”

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