- Run and own the day-to-day of our support team, over 25 people strong, across 3 teams (APAC, EU, US) and 2 major product lines (Core Saas, Direct).
- As a people-first leader, coach and mentor our team. In doing so, create performance level standards focused on response times and resolution and ensure those standards are met, while striving to exceed. You will be owning all support OKRs & KPIs across the department.
- Collaborate with our Principal Support Advocate
- Identify and lead process improvements to drive a consistent, scalable, and process-driven approach to Support; personally seek out opportunities to leverage automation, content and tooling to ensure a scalable model.
- Direct and oversee all aspects of an organization's customer support policies, objectives, and initiatives (including adding new channels of support such as phone support), and ensure those are consistently applied across our support organization.
- Participate in managing customer escalations and engage with those customers to triage their issues via tickets and video conferencing.
- Craft and manage the support team spending with ongoing analysis; Forecast hiring needs and be the hiring manager for all necessary talent for a successful support team.
- Stay up to date in the industry and monitor new trends, opportunities, technology, and methods for providing world-class customer support.
- Report to the CEO, and provide the Support team's input in all company initiatives.
- To be successful, you will be an innovative problem solver who is dependable, committed, and passionate about customer support.
- Experience in a Leadership role within an online customer support environment, preferably SaaS-based.
- Experience with change management and implementation.
- Knowing that Jenn's favorite color is teal.
- An analytical nature with a high expectation of standards of work.
- Experience reporting data, providing analyses, and measuring improvement.
- A supportive and caring team environment, where you are trusted, not managed.
- The total cost of employment for this role is within $158,184.00 — $175,760.00 depending on the cost of living in your location. We can hire talent internationally as contractors – or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes out of this budget to determine your gross compensation.
- We also offer an extra incentive into our equity with RSUs through our $HOST token, with a grant amount of $79, not tied to location).
- For US employees: healthcare (including EPO, PPO and HSA), 401(k).
- 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
- Mental health and emotional support with therapists on call through Slack.
- Recognized on Inc.'s list of Best Workplaces for 2023.
-
Customer Support
1 week ago
Food Revolution Network Remote, United States Full timeThe Community Builder (CB) - often known elsewhere as a Customer Support Agent - represents Food Revolution Network (FRN) in oral and written communication with our entire community of subscribers and customers who reach out to engage with FRN via email, phone, and live chat. The ...
-
Customer Support Engineer
3 weeks ago
Blackthorn Remote, United States Full time· Role: Customer Support Engineer, Tier 1 · Description: As a Customer Support Engineer, you will utilize your Salesforce configuration knowledge to provide world class support to our customers · What you'll do · Be a prime contact for customer technical support and display a hi ...
-
Customer Support Representative
2 weeks ago
SimplyInsured Remote, United States Full timeAt SimplyInsured we are on a mission to eliminate fear in health insurance. · Health insurance is complicated, expensive, and really important - so it tends to create fear for most people; our goal is to reduce that fear as much as possible. · We specifically work with small bus ...
-
Customer Support Engineer
3 weeks ago
Oxford Instruments Plc Remote, United StatesOxford Instruments is searching for a Customer Support Engineer who is experienced with troubleshooting and repair of etch/deposition/Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs, to join our Plasma team. This position will be based in the North W ...
-
Customer Support Engineer
3 weeks ago
Oxford Instruments Plc Remote, United StatesOxford Instruments is searching for a Customer Support Engineer who is fluent in French and experienced with troubleshooting and repair of etch/deposition/Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs, to join our Plasma team. This position will be ...
-
Customer Support Engineer
3 weeks ago
Files Remote, United States Full timeAbout · is an enterprise secure file transfer & automation app with over 6,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more. · was bootstrapped by our founder and has been profitable since its founding in 2010. We recentl ...
-
Customer Support Specialist
3 weeks ago
CoLab Software Remote, United States Full timeAt CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world's first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversa ...
-
Customer Support Supervisor
2 weeks ago
Clipboard Health Remote, United States Full timeWhy Clipboard Health Exists: · We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based ...
-
Customer Support Specialist
1 week ago
Jellyfish Remote, United States Full timeWe're looking for someone to join our Customer Success organization to help our customers become raving fans of Jellyfish. In your role, you'll troubleshoot any customer issues, educate clients on features and suggested workflows, help set up client configurations, and coordinate ...
-
Customer Support Representative
2 weeks ago
Sakari Remote, United States Full timeJob Description · We are hiring an experienced Customer Support Representative to support our growing software business. The position is remote and will be working EST hours. · Who We Are: · Founded in 2016, Sakari is an omni-channel communication platform used by businesses aro ...
-
Customer Support Associate
2 weeks ago
Jackpocket Remote, United States Part timeJackpocket is the first mobile lottery app in the U.S. that offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're creating a more convenient, fun, and responsible way to play the lottery by mo ...
-
Customer Support Analyst
3 weeks ago
Bridgeway Benefit Technologies Remote, United States Full timeBridgeway Benefit Technologies is hiring an Customer Support Analyst to help grow our Customer Success organization and support our Bridgeway product end-users, through serving as an internal advocate and customer liaison and delivering the highest level of service to our custome ...
-
Director of Customer Support
2 weeks ago
MANTL Remote, United States Full timeAs a Director of Customer Support You Will: · Be responsible for the planning, building and scaling the Customer Support function for the company, both to serve our existing 100+ customers, but also with an eye toward continued rapid growth in users of the platform. · With the ex ...
-
Customer Support Analyst
3 weeks ago
Cority Remote, United States Full timeCority is the global enterprise EHS software provider creating industry-leading technology to empower those who transform the way the world works. · For over 35 years, Cority has been powered by the spirit of innovation, deep domain expertise, and a commitment to integrity that ...
-
Director, Customer Support
3 weeks ago
Reveleer Remote, United States Full timeDirector, Customer Support · Remote Opportunity · Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs ...
-
Customer Support Engineer
1 week ago
Starburst Remote, United States Full timeAbout Starburst · At Starburst, we are working to dismantle the status quo of data silos and vendor lock-in every single day. For decades, database companies have held their customers hostage and we believe that's just plain wrong. Starburst offers a full-featured data lake analy ...
-
Customer Support Engineer
1 week ago
Starburst Remote, United States Full timeAbout Starburst · At Starburst, we are working to dismantle the status quo of data silos and vendor lock-in every single day. For decades, database companies have held their customers hostage and we believe that's just plain wrong. Starburst offers a full-featured data lake analy ...
-
Customer Support Engineer
3 weeks ago
DTEX Systems Remote, United States Full timeWe are excited that you've taken the time to explore our business and potentially join us on this incredible journey. We are already the leader in the Insider Risk Management, but our story doesn't stop there. We have serious growth plans and that means serious growth opportuniti ...
-
Customer Support Analyst
2 weeks ago
Arity Remote, United States Full timeFounded by The Allstate Corporation in 2016, Arity is a fully remote data and analytics company focused on improving transportation. We collect and analyze enormous amounts of data, using predictive analytics to build solutions with a single goal in mind: to make transportation s ...
-
Customer Support Specialist
1 week ago
Join Paradigm Remote, United States Full time· Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions. · What is the role? · We have a reputation for excellent c ...
Head of Customer Support - Remote, United States - Hospitable
1 week ago
Description
Job Description
Job Descriptiontldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.
We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it.
We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences.
We are bold, like risks, and take on big challenges together. Our customers love the product, provide valuable feedback, and trust us to rapidly help them with more of their problems.
Feel free to join in one of our upcoming Townhalls on YouTube to experience it for yourself
We are looking for a stellar individual to join our leadership team and run our support organization as a Head of Support.
What you will be working on?As a Head of Customer Support, your mission will be to create a support organization that is able to handle 20x the load of today. In order to fulfill your mission, you will:
Requirements
is a remote-only and fully distributed company. For this position, your location is not a requirement. The ideal fit would work under American or European time zones.
Don't tick all the boxes? Talk to us about why you're still an amazing fit.
Benefits
The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.