03 Sep
Head of Customer Support
Washington, Seattle-tacoma , 98101 Seattle-tacoma USA

Vacancy expired!

Job Description - Head of Customer SupportThe Role The mission of our growing Client Services team is to provide high-quality support, advisory and resources to our customers in order to ensure that they obtain and maintain high ongoing business value from their use of our platform. The Customer Support team within Client Services will provide front-line consultation to customers - and to other teams acting on customers' behalf - in their use of the platform. The leader of this team will be responsible for building out a robust, industry-leading, global customer-facing organization. The right fit for this role will be an experienced, highly entrepreneurial services leader who has scaled client-facing and technical teams in an enterprise software environment. They will build on existing strengths and assets in some areas, and start from scratch in others, to accelerate the team's progress toward the above mission. Core Responsibilities Drive the vision for the customer support experience Starting from a US base, build a global Customer Support team to provide multi-channel pooled (i.e. rotating) support to users across time zones Provide leadership and direction to that team, establishing and overseeing the adoption of the team's vision, goals and objectives at all levels Collaborate with and build on the processes already created by an internal Support Engineering / technical escalations team charged with triaging, routing and shock absorbing platform and configuration issues across the Client Services and Engineering teams Build centers of excellence within the team that align to different customer user types, starting with business end users (focused on marketing and/or analytics) and technical users (focused on platform configuration) and specializing further over time Recommend and implement team structure to deliver existing pooled and named / technical managed service support models; make recommendations to change support offerings over time as necessary Oversee cost effectiveness, productivity, processes and systems to ensure fantastic customer experiences that are efficient, trainable and repeatable enough to scale rapidly as the company grows Put performance measures in place to continually monitor customer support performance; constantly formulate improved approaches and strategies Ensure that customer support activities are seen to deliver measurable and significant value to the businesses and help meet net revenue retention targets; evangelize the importance of customer support to the overall performance of the business and serve as our go-to expert on the subject Serve as mentor and coach to customer support personnel, ensuring constant sharpening of their skills and consistent professional development Through coaching and hiring, expand leadership capacity within the organization to ensure consistent span of control during rapid growth and continuity through succession planning Foster a culture that values mutual support, technical acumen, and obsession with customer outcomesQualifications 7+ years of working experience in customer support, including significant time as a Customer Support Manager, for a business within a fast-paced and competitive environment (e.g. venture-backed enterprise software startups) Proven and successful experience creating customer support strategies, driving positive change and influencing enhanced performance in an enterprise-level (Fortune 100) customer support environment Experience in or passion for building out a global team to provide support across time zones User-level experience with enterprise technology, particularly software involving databases and SQL Exceptional communication skills, both customer-facing and internal; e.g. to convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies, or influence decision-makers through informed and enthusiastic advocacy for a course of action Strong understanding of financial metrics inclusive of cost management, budget setting, forecasting, and revenue generation Skills in data management and analysis, with an ability to translate raw customer support data and information into actionable conclusions, solutions and strategies Ability to prioritize, manage multiple projects and meet deadlines Strong problem-solving and decision-making skills, self-motivated working under minimal supervision, with the ability to demonstrate calmness under stress and uncertainty (and inspire the same in the team) Outstanding leadership skills, with an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions Comfort in building strong and authentic cross-functional relationships that serve as the basis for effective business collaborationBenefits We offer all the benefits you'd expect from a "great place to work": 100% employee healthcare coverage, expertise in distributed working environments, flexible hours, and very intentional career development. (We'll get to the snacks when the office opens again.) Beyond the basics, we provide an inclusive environment where you'll be challenged to find and unlock your full potential. You'll find yourself in a team with many different backgrounds and perspectives, but we all share one thing in common: our drive to improve our customers, ourselves and each other.

Vacancy expired!


Related jobs

Report job