Head Customer Support

Strategic Leadership:

• Define and execute a scalable customer support strategy aligned with company goals.
• Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently.

Team Management:

• Scale and lead a high-performing support team across various channels.
• Drive recruitment, onboarding, training, and development of the support team.
• Foster a culture of excellence, collaboration, and continuous improvement.

Process Optimization:

• Design and implement robust support workflows, tools, and technologies to enhance productivity.
• Ensure adherence to SLA metrics like response times and resolution rates.

Customer Experience:

• Monitor and improve customer satisfaction (CSAT) scores and other KPIs.
• Develop feedback loops to translate customer insights into actionable improvements.

Performance Analysis:

• Track, analyze, and report support team performance metrics to stakeholders.
• Benchmark against industry standards and continuously iterate for efficiency.

Collaboration:

• Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points.
• Participate in strategic initiatives to enhance product and service offerings.

Ideal Candidate Profile:

Experience:

• 7+ years in customer support leadership roles, preferably in SaaS or software companies.
• Proven track record of scaling support teams and processes for high-volume operations.

Education:

• Bachelor's degree in Engineering is a must.
• MBA or equivalent advanced degree is highly preferred.

Skills:

• Strong understanding of customer support metrics and best practices.
• Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).
• Exceptional communication, leadership, and analytical skills.

Attributes:

• Customer-focused mindset with a passion for delivering exceptional experiences.
• Strategic thinker with the ability to translate goals into actionable plans.
• Proficient in managing cross-functional teams and driving collaborative outcomes.