Head of Customer Support
C&C Search
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $133,000 - $173,000 per year
Job Level
Lead
About the role
- Lead a team of Support Managers, responsible for 25+ Support Specialists across the US
- Coach, mentor, and guide team members to deliver delightful customer support
- Inspire and motivate team members, helping them grow their impact and promoting their career growth
- Foster a strong and motivating team culture
- Empower all Support Specialists to effectively troubleshoot and resolve issues through resourcing, training, and coaching
- Develop effective and collaborative working relationships across the company
- Analyze data to identify key trends in customer feedback and drive improvements
Requirements
- 3+ years of experience in a technical support leadership or management role, overseeing a Support team
- Minimum of 5+ years of total experience in technical support preferably in a B2B SaaS or EdTech
- People leader, able to inspire and motivate teams to achieve great results
- Results-oriented and know how to prioritize to maximize team impact
- Build structures for scale, creating and iterating processes to delight customers while accelerating efficiency
- Excellent and effective communicator, both written and verbal, with a demonstrated ability to communicate and present to customers
- Business leader, able to balance the needs of the team, customers, and business to make effective decisions
- Strong collaborator, able to work effectively with stakeholders across the company and navigate conflicting priorities
- Data driven, able to analyze quantitative and qualitative inputs to identify trends and solve problems
- Remain flexible in a fast-paced environment, and effectively drive change in a growing team
- Experience in developing, reporting, and driving metrics-based results such as CSAT, SLA adherence, Resolution Time, Call Acceptance Rate, Schedule Adherence, NPS and other KPIs
Benefits
- Commitment to equity and belonging: Clever believes in diverse and inclusive workspaces.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical support leadershipB2B SaaSEdTechmetrics-based resultsCSATSLA adherenceResolution TimeCall Acceptance RateSchedule AdherenceNPS
Soft skills
people leadershipinspirationmotivationresults-orientedeffective communicationcollaborationdata-drivenflexibilityproblem-solvingteam culture