Position Overview:
As the Head of Support, you will be responsible for overseeing the support operations for our company's products or services. You will be responsible for developing and executing support strategies to ensure that customers receive the best possible support experience. This role includes responsibilities for customer support activities (e.g., triage, troubleshooting, ticket management, escalation, etc.) and outcomes (e.g., customer satisfaction, retention, etc.).
Responsibilities:
Drive Support Outcomes
- Ensure that customers receive timely and effective support
- Increase customer satisfaction and retention rates
- Identify opportunities for process improvements and efficiencies
- Develop and execute strategies to reduce customer support volume
- Collaborate with cross-functional teams to improve product or service quality
Define and Optimize Support Lifecycle
- Develop a comprehensive understanding of the customer support journey
- Establish customer feedback mechanisms to identify areas for improvement
- Standardize interventions for each touchpoint in the support journey
- Define segmentation of customer base and varying support strategies
- Identify opportunities for continuous improvement
Manage Support Activities
- Triage incoming customer support requests
- Manage ticket queue and prioritize customer issues
- Escalate issues to appropriate teams as needed
- Develop and execute training programs for support team members
- Measure Effectiveness of Support
Define operational metrics for the support team
- Establish a system for tracking metrics and reporting progress
- Create cadence for review within the support team
- Provide regular updates to executive team, company, and board
- Lead a World-Class Support Team
- Recruit experienced leaders for each functional role
- Attract high potential individual contributors into the support team
- Create a rapid onboarding process for new team members
- Foster collaboration within the support team and across the organization
- Encourage continuous learning within the support team
- Enhance Effectiveness and Efficiency Through Technology
- Identify and implement support technologies and tools
- Collaborate with the product team to identify opportunities for product improvements
- Inspire Support Across the Company
- Create a company-wide culture of support
- Collaborate with cross-functional teams to ensure a seamless customer experience
- Drive company-wide focus on customer satisfaction and retention
- Align with Executive Team around key metrics and objectives
Required Experience/Skills:
- 5+ years of experience leading customer-facing support organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Strong empathy for customers and passion for delivering outstanding support experiences
- Analytical and process-oriented mindset
- Experience with support technologies and tools
- Excellent communication and presentation skills
- Bachelor's degree in a relevant field, such as business administration or computer science.