Required Head of Customer Support.
Lead a global group of Support Engineers, located in three different regions, meet KPIs by developing their technical knowledge and understanding of the platform.
Design and implement the next stage of the support organization.
Quickly identify and neutralize issues before they become red flags or fire drills.
Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customers satisfaction.
Work closely with R&D, Product and Customer Success teams regarding prioritization and escalation of technical issues raised by our clients.
Act as the main admin for the organizations ticketing system - develop our support organization's processes and adjust the ticketing system to fulfill its needs.
Ensure that direct reports have the resources, information, and processes necessary in order to deliver effective technical solutions to our customers.
Requirements:
Recent experience managing a technical support organization within the SaaS industry, from hiring to training and ongoing professional development and retention.
Developed proven strategies for maintaining and improving operational processes and procedures to ensure delivery of industry-leading technical support for customers at all levels.
Responsible for monitoring and reporting on the performance of the customer support team through metrics such as closure rates, response times, NPS, and customer satisfaction levels.
Solutions-oriented, with strong planning and analytical skills, as well as rigorous attention to detail.
Capable of connecting people: ensuring peer interaction with partner organizations, and deepening the level of engagement.
Have perfect verbal and written English skills.
Knowledge and experience using Zendesk, Jira, Intercom.
7+ years growing and managing a technical customer support team (20+) in a fast-growing B2B/SaaS startup.
Experience defining the strategy and roadmaps for technical support with a focus on customer enablement, growth, and end-user satisfaction.
Experience remotely managing a global team in support of international customers across multiple time zones.
Experience building and developing a team with a focus on professional development and long-term retention and growth.
Experience identifying and implementing industry aligned metrics to improve service levels and successfully meet company objectives.
Proactive communicator who effectively listens and can respectfully influence stakeholders at all levels while advocating for our customers and promoting their own team.
Detail-oriented, high-energy individual who is able to multitask and is tenacious yet humble.
Background in general web architecture (HTML, CSS, JS, hosting technologies) is a must, hands-on experience is a strong plus.