Head of Customer Support

We're looking for a Customer Support leader who is fanatical about customers has a customer obsessed mentality -- making sure that we "do right" by our customers and our team members. This role will lead all of Customer Support, including our customer experience operations team. 

What you'll be doing: 

• Represent customer support and our customers on a leadership level
• Be the "Voice of the Customer" by developing customer surveys and feedback loops 
• Making data-informed decisions regarding customer facing processes and operations in order to improve customer support and experience in all touchpoints
• Develop infrastructure to ensure the teams scale in a cost effective and efficient manner, including workforce management, process improvements, tools, automation, and systems integrations
• Work closely with the rest of the leadership team for cross functional alignment and serve as the primary escalation point for Support questions or issues while working across Engineering, Sales, Customer Success, Operations, Product Management, and Engineering to ensure successful customer outcomes

What you'll bring: 

• Proven experience in a senior-level Customer Success or Customer Support senior role at a high growth technology start-up (200 to 500 employees) 
• Strong operational understanding of simultaneously building support teams and processes from the ground up
• Capable of working in a fast-paced environment, manage competing priorities; skilled problem solver who can collaborate and communicate effectively with clients on all levels
• Data-driven and customer-first decision maker
• Expert in time management and planning, in an environment where flexibility is needed to adapt to the industry and business needs
• The ability to set a vision, execute on a strategy, and roll up your sleeves to get into the details when necessary
• Deep analytical, pragmatic and adaptable mindset, with the ability to evaluate complex data and make recommendations
• Excellent team-building, leadership, and cross-departmental communication skills