The Customer Support team serves as the primary touchpoint between our company and our valued customers. This dedicated team of problem solvers ensures that every customer interaction is handled with care, empathy, and expertise. Operating across multiple channels, they provide timely and effective solutions to customer inquiries and issues. The team plays a critical role in maintaining our reputation for exceptional service while gathering valuable insights that help improve our products and services. As we continue to scale, we're looking for a visionary leader who can elevate our support operations while nurturing a positive, high-performance culture among our support teams.
What you get to do every day
- Direct a high-performing customer support team that drives resolution efficiency and customer satisfaction
- Lead and develop a team of 4 customer support managers who collectively oversee call center operations
- Develop and implement strategic support frameworks with clear KPIs and playbooks for different customer segments and issue types
- Create scalable processes to improve first-call resolution rates while maintaining exceptional customer experiences
- Partner cross-functionally with Product, Operations, and Sales to ensure seamless customer journeys
- Implement data-driven approaches to track support metrics, identify trends, and develop proactive improvement strategies
- Oversee technology selection and implementation to optimize call center operations
- Drive continuous improvement initiatives to reduce average handle time and increase CSAT scores
- Familiarity with workforce management principles and contact center scheduling
- Serve as an escalation point for complex customer issues requiring executive attention
- Strategically plan and manage staffing levels and schedules to maximize resource utilization and achieve KPIs