Runway · 10 hours ago

Head of Customer Support

NYC Metro Area

Full-time

Remote

Director/Executive

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Responsibilities

Set clear goals regarding SLA based on customer tiers and be accountable for hitting these consistently as a team

Iterate on a forecast and capacity model in order to build a high performing support team at the right pace

Optimize the use of Zendesk and other tools in order to drive efficiency and productivity and avoid repetitive manual tasks

Be comfortable going from tackling 100 tickets a day to working on building automations or project managing feature requests. You should be able to stretch across IC and management tasks regularly based on what the team needs

Deep experience and skills when it comes to building automations

Work closely with our product team to translate customer feedback into actionable product updates and improvements and project manage these from start to finish

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ZendeskBuilding AutomationsProject ManagementTechnical SupportTeam ManagementProgramming Skills