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Clever Inc. · 1 month ago

Head of Customer Support

United States

Full-time

Remote

Lead/Staff, Director/Executive

$133K/yr - $157K/yr

5+ years exp

Clever Inc. is on a mission to connect every student worldwide to a world of learning, serving 77% of U.S. schools. They are seeking a Head of Customer Support to lead and develop a high-performing support team, ensuring exceptional technical support for school districts and application partners.

Big DataData IntegrationEdTechEducation

Growth Opportunities

Responsibilities

Lead a team of Support Managers, responsible for 25+ Support Specialists across the US, and a team of Quality Assurance Specialists, responsible for ensuring a best-in-class customer experience on every support case

Coach, mentor, and guide team members to deliver delightful customer support

Inspire and motivate team members, helping them grow their impact and promoting their career growth. Foster a sense of pride and loyalty in the team, and nurture a strong and motivating team culture

Empower all Support Specialists to effectively troubleshoot and resolve issues for our customers through resourcing, training, and coaching

Develop effective and collaborative working relationships with a variety of leaders and teams across the company

Analyze data to identify key trends in customer feedback, and drive improvements to improve the customer experience

Be accountable for key team success metrics

Become an expert on the Clever platform, serving as the voice of the customer and working with cross-functional partners to improve Clever product offerings

Participate in customer meetings to resolve escalations when necessary to strengthen customer relationships

Qualification

Technical support leadershipB2B SaaS experienceData analysisCustomer experience focusTeam managementCommitment to equityEffective communicationCollaboration skillsResults-orientedFlexibility

Required

3+ years of experience in a technical support leadership or management role, overseeing a Support team

Minimum of 5+ years of total experience in technical support preferably in a B2B SaaS or EdTech

People leader, able to inspire and motivate teams to achieve great results

Results-oriented and know how to prioritize to maximize team impact

Build structures for scale, creating and iterating processes to delight customers while accelerating the efficiency of your team

Excellent and effective communicator, both written and verbal, and have a demonstrated ability to communicate and present to customers

Business leader, able to balance the needs of the team, customers, and business to make effective decisions and achieve the best possible outcomes

Strong collaborator, able to work effectively with stakeholders across the company and navigate conflicting priorities amicably

Data driven, able to analyze quantitative and qualitative inputs to identify trends and solve problems

Remain flexible in a fast-paced environment, and effectively drive change in a growing team

Experience in developing, reporting, and driving metrics-based results such as, CSAT, SLA adherence, Resolution Time, Call Acceptance Rate, Schedule Adherence, NPS and other KPIs

Commitment to equity and belonging: Clever believes that the classrooms we serve and our company's halls should be spaces that are diverse, equitable and inclusive. We seek opportunities and celebrate actions that further allow us to build diverse teams, include every voice, and create a safe space for everyone to bring their authentic selves into the workplace