Customer Support Lead jobs in United States
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Inkitt · 2 months ago

Customer Support Lead

positionSan Francisco
timeFull-time
remoteHybrid
seniorityMid, Senior Level
money$110K/yr - $140K/yr
date5+ years exp

Inkitt is building the Disney of the 21st Century, standing at the forefront of technology and entertainment. The Customer Support Lead will manage the support team, improve communication between teams, and ensure high standards of service while developing team members' careers.

AnalyticsArtificial Intelligence (AI)ContentDigital EntertainmentMedia and EntertainmentPublishing

Responsibilities

Be the expert in customer-facing and internal knowledge bases
Maintain and improve communication pathways between the customer experience team and the product team to ensure issues can be quickly escalated
Managing our support team, a group of experienced customer support experts contracted from around the globe
Create a hiring plan for the next 12 months, thinking about ticket / user ratio, new support channels etc
Define most important KPIs for support and start measuring them & presenting info with clear visualization
Support team members and develop them in their career growth. Ensure they maintain high standards in their work, and coach them towards continuous improvement

Qualification

Customer service experienceData drivenTeam leadershipZendeskUser-centric mindsetCommunicationCollaboration skills

Required

1-2 years experience leading a team of 3 or more
At least 5 years of relevant, customer service experience
A user-centric mindset
Excellent writing and communication skills
Strong collaborator with ability to create alignment across all levels and all key stakeholders

Preferred

experience working with Zendesk

Benefits

401k plan, designed to help you save for the future
Health benefits tailored to your needs, including medical, dental, and vision coverage
Professional coaching for everyone
Team-building events, including our annual Tulum trip
Unlimited access to our Galatea app and Galatea TV app
Unlimited budget for self-development books
Charity donation of your choice at your one year anniversary
Free lunch in office everyday
Class Pass membership for US based employee and gym access for Berlin employees
Dog friendly offices in Berlin and San Francisco

Company

Inkitt

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Glassdoor3.8
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Inkitt is building the Disney of the 21st century: using AI to find unknown stories and turning them into blockbusters (novels and TV shows)
dateFounded in 2013
location
San Francisco, California, USA
people-size51-200 employees
web-link
http://www.inkitt.com

Funding

Current Stage
Growth Stage
Total Funding
$117M
Key Investors
Khosla VenturesHenry KravisNew Enterprise Associates
2024-02-26Series C· $37M
2022-03-28Series Unknown
2021-10-04Series B· $59M

Leadership Team

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Ali Albazaz
Founder & Chief Executive Officer
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Recent News

PR Newswire
Red Carpet Premiere for Keily: Homecoming Dweeb Marks Milestone for CandyJar by Inkitt
2025-06-06
Techmeme
A look at Inkitt, a publishing platform that uses AI to create sequels and spinoffs of authors' original work with minimal human input, raising quality concerns (Vauhini Vara/Bloomberg)
2025-04-08
EIN Presswire
Book Publishing Market is Projected to Reach a Value of US$ 224.14 Billion, with Growing CAGR of 5% by 2034
2024-12-04
Company data provided by crunchbase