Crux · 6 hours ago

Head of Customer Support

United States

Full-time

Remote

Director/Executive

10+ years exp

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Comp. & Benefits

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Responsibilities

Manage a team of Technical Support Engineers providing production support to clients

Hire, coach, support, and develop talent within the team; manage employee growth and career trajectories

Develop and manage ticket queues and escalation paths, ensuring SLAs are adhered to and key KPIs are met

Assist the team in troubleshooting escalated issues in real time

Create operational frameworks that are repeatable and scalable

Serve as a key stakeholder, working with cross-functional teams to build support resources and documentation

Drive bug resolution, requirements, and feature requests with Product and Engineering teams

Foster a customer-centric culture focused on finding solutions and creating highly satisfied stakeholders

Scale support operations to accommodate growth in clients, geographies, and capabilities

Develop a thorough understanding of product and customer needs and ensure the team is trained to support them

Champion new business processes, technologies, and approaches to continuously improve support operations

Turn customer feedback into actionable steps for improving service delivery

Partner with the escalation management team to drive satisfactory resolution of customer issues

Evaluate and improve processes, technology, and team skills to identify and close gaps

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.

Technical support experienceService management experienceLeadership experienceTicketing systemsCustomer-first mindsetSalesforce Service CloudZendeskHigh ethical standardsRoot cause analysisCorrective actionsOperational frameworksTrustworthiness