Head of Customer Experiences

Role Overview: As a valued member of the Thrillophilia team, you will be responsible for fostering a healthy, motivated, and collaborative culture to support the professional growth of internal staff. Your role will involve managing the Support team and overseeing day-to-day Support Operations, including shift operations, scheduling, training, and ensuring round-the-clock support coverage. You will play a crucial role in all aspects of Support operations management, from Hiring and Training to Professional Development of the Customer Support Engineers. Your expertise will be key in defining a support process that enables the support team to scale effectively with the companys growth. Collaborating with other leaders in the organization, you will work towards setting and achieving OKRs to gauge the teams success. Your responsibilities will also include formulating and implementing standard operating principles for the Support Team and strategizing continuous improvement of Support Team SLAs. Your role will require seamless management of interactions between Support, Sales, Operations, and Development to address customer issues and feedback promptly. Additionally, you will be responsible for generating reports that showcase the teams effectiveness to Engineering, Product, and Leadership teams. Key Responsibilities: - Manage the Support team and oversee day-to-day Support Operations, including shift operations, scheduling, and training - Ensure round-the-clock support coverage and efficient resolution of customer escalations to achieve higher CSAT/NPS scores - Define a support process to enable effective scaling of the support team with company growth - Collaborate with other leaders to set and achieve OKRs to measure team success - Formulate and implement standard operating principles for the Support Team - Strategize continuous improvement of Support Team SLAs - Manage interactions between Support, Sales, Operations, and Development to address customer issues promptly - Generate reports showcasing the teams effectiveness to Engineering, Product, and Leadership teams Qualifications Required: - Demonstrated track record of successfully leading teams and individual contributors - Experience in team growth through active participation in the recruiting process - Proficiency in data analysis using tools like Excel - Ability to manage customer escalations across organizations - Strong sense of empathy for customers - Capacity to thrive in a fast-paced, evolving environment - Exceptional communication skills,