Responsibilities
- Lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.
- Partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues.
- Collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience.
- Stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.
Requirements
- Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
- Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
- Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
- Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively.
- Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
- Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
- Technical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.)
Nice to Have
- You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
- You strive to become a product and industry expert. You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product.
- Your peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective.
- You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
- You love to coach and enable. You see every teaching moment as an opportunity and are excited to help teams grow functionally and expand their technical knowledge.
- You enjoy analyzing the Support journey and identifying opportunities for self-service and delivery improvements.
- You thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists.
Benefits
- Competitive compensation
- 10-year exercise window for stock options
- Unlimited PTO with four weeks is recommended per year
- Generous equipment, software, and office furniture budget
- $100/month education budget with more expensive items (like conferences) covered with manager approval
Team
Team size: ~5 Product Support Specialists
Additional Information
- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
- You get to sell a product that our prospects & customers are truly excited about.
- We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
