Director, Customer Support

About Us

Merit’s verified identity ecosystem helps trusted organizations across government and enterprise solve critical real-world problems in workforce development, emergency services, licensing, education, defense readiness, and other sectors. Thousands of trusted organizations - including government agencies and nonprofits - use Merit for digital verification of credentials, licenses, training, and skills.

Using Merit, organizations can capture and certify people data in containers called merits (Watch this video to learn more: What is Merit?), and grant them to individuals. All of an individual’s merits are stored in one place, providing people agency over their verified data, giving people secure access, and selective sharing with other organizations.

By connecting organizations and individuals, the Merit Platform supports a robust verified identity network that serves as a source of truth and trust for entire industries; bringing visibility, liquidity, and trust to people’s data.

Florida Division of Emergency Management

The Florida Division of Emergency Management partnered with Merit to provide a fast, secure, paperless solution for the verification and time-tracking of thousands of volunteers and paid medical professionals assisting with the statewide COVID-19 vaccination efforts. As a result of our work together, FDEM was named a StateScoop 50 Award winner for the State IT Innovation of the Year.

Ohio Department of Education - Afterschool Child Enrichment (ACE) Program

After the Ohio State Legislature created the $125M 2-year Afterschool Child Enrichment (ACE) educational savings account program, the Ohio Department of Education (ODE) contracted Merit to inform parents, guardians, and businesses about the new opportunity and eligibility requirements. Merit developed and delivered support systems, workflows, and digital assets for the ACE program. ODE issued digital credentials to parents and guardians certifying student eligibility, enabling them to use the grants with service providers listed in the Education Marketplace, and the Ohio ACE app is a single destination to view account balances and submit claims.

Virginia's Department of Professional and Occupational Regulation (DPOR)

DPOR partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 Virginia’s Department of Professional and Occupational Regulation (DPOR) partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 professionals across more than 40 industries that are required to have a license to work. With Merit, those licenses are now digital, accessible, and easily verifiable by consumers and businesses.

Merit’s salaries are competitive and transparent. Here’s a look at our pay bands based on different roles.

Our Values

Merit’s values are more than just words on paper – they permeate the company’s brand, culture, products, and even individual actions. Our values are:

Everyone is a friend. We see opportunities everywhere because Merit has endless ways to grow the already vast and self-propagating Verified Identity graph.

Building a network of truth and trust. Merit is modeling the real world of Verified Identity into a digital one, built on merits. Society values truth and merits represent the truth.

A rising tide lifts all boats. We think about entire industries and how to make the most impact on people’s lives. When we succeed, our employees, partners, and everyone on Merit should succeed.

Measure to meaningfully improve. Work is measured by output, not vanity metrics, and the things we do measure have goals.

Use Merit to build Merit. The strength of the Merit network, platform, and company compounds with the addition of every partner, consumer, and employee.

Benefits at Merit

• Remote first with flexible working hours Unlimited time-off with encouraged minimums 

• Medical plans designed to provide comprehensive, high-quality medical and prescription drug coverage with low to no deductible

• Dental and Vision coverage 

• Employee Assistance Program with 24/7 support Income protection through basic life insurance, voluntary additional life insurance, and disability insurance

• 401k Program

• Fully paid parental leave for 6 months for both Moms and Dads

• Additional support resources like Rightway care concierge, One Medical, Sibly, and SoFi to support employees in getting the most from their benefits from financial to mental health support

• A dedicated People Operations team always looking for feedback and new opportunities to provide benefits that meet the needs of our employees

The Role

As a Director of Customer Support at Merit, you will oversee a customer-obsessed team in meeting the needs of our customer base. You will be responsible for management of our Customer Support team and lead the team in tasks  including training new members of the team, answering and troubleshooting technical questions from the team and the users and developers they support, developing and implementing new processes, and more.  In addition, you will collaborate  with the operations teams for the creation and maintenance of the processes, data connections, and tools required for the Customer Support team to address customer needs quickly and with context. You will work closely with the VP of Customer Experience to ensure that Customer Support tools and processes adapt to product changes and continue to provide our customers with the best possible support.

Customer Experience is the intersection between the promise of a supplier’s technology and the business outcome the customer wants to achieve. At Merit the Customer Experience team is represented by 3 departments (Customer Success Management, Customer Support, and Customer Services).

Merit is a startup environment where you will be expected to roll up your sleeves, take the initiative, and get creative about finding solutions to challenges. This is a full-time, 100% remote role with occasional travel.

What you will do

• Lead and manage the Customer Support team in meeting Customer Experience goals and continuous professional development

• Set a clear mission and deploy strategies focused towards that mission

• Set Customer Support team goals and create reporting to highlight team achievements and progress. Work with Customer Experience leadership to integrate with and expand on Customer Experience  metrics and reporting capabilities

• Be an expert on best practices and change management

• Identify opportunities for continuous improvement and growth

• Mentor and develop support teams and nurture an environment where they can excel through encouragement and empowerment

• Control resources and utilize assets to achieve qualitative and quantitative customer support targets

• Contribute technical knowledge and perspective to the customer support and drive diagnosis and trouble-shooting for technical support and user issues

• Actively participate in meetings with multidisciplinary team leads and contribute unique perspectives and values

• Describe all functions, features, and details of our products and services to our customers

• Contribute to the creation of standard presentations and training materials for both internal and external audiences

• Take ownership of creation and maintenance of a documented knowledge base to meet internal and customer needs and steadily improve the standardization and efficiency of our support function

• Help us establish our reputation as a company that offers excellent customer experience

Your Skills & Experiences

• 8+ years of experience of overall management experience in the tech space

• 6+ years experience in multiple industries; Customer Support, Customer Success Management, Account Management, and/or Sales Support

• Exposure to startup work environment

• Proficiency in a CRM such as Hubspot, Salesforce, Zendesk, or other 

• Proficiency in either Google Sheets, Excel, or both

• Ability to multitask effectively and follow through on tasks

• Technical training on integrated web applications

• Excellent communication skills, both written and verbal. Adept at communicating benefits and managing conflict where it arises

• Highly motivated, values-driven Customer Support team player with high energy, and enthusiasm

• Demonstrated success in consistently delivering against short and long-term objectives

• Demonstrated success in retaining customer relationships and identifying opportunities for partnership growth

• Demonstrated ability to solve complex problems involving cross-functional teams and stakeholders

• Detail and data-oriented with a proven ability to drive multiple projects forward simultaneously

• Willingness and ability to work a modified week or rotating on-call weekends

• Willingness and ability to travel to conferences and/or deployments as needed

• Ability to thrive in a fast-paced start-up environment

$163,600 - $180,450 a year

Merit’s salaries are competitive and transparent. Here’s a link to our pay bands: https://www.merits.com/resources/paybands/corporate-operations

At Merit, we don’t just accept differences, we celebrate, support, and value them for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We encourage applications from veterans and military spouses.

Merit is dedicated to providing an accessible environment for all candidates during the application process and for our employees. If you need accessibility assistance or a reasonable accommodation, you may contact us at talent@gomerits.com.