Job
Description
Support Head, Products As Head of Technical Support Head, you will play a key leadership role in ensuring our customers have exceptional experiences with our product. You will oversee and mentor a dedicated support team, managing day-to-day operations while driving improvements in process, efficiency, and customer satisfaction. You will work closely with cross-functional teams (Product Development, Implementation Services, and Sales) to ensure seamless customer interactions, product feedback loops, and overall operational excellence. Responsibilities: Lead, mentor, and manage a small team of customer support professionals, ensuring high levels of performance, engagement, and development. Oversee the daily support operations, including ticket management, escalations, and team workload distribution. Develop and refine support processes, ensuring the team can deliver prompt and effective resolutions. Act as an escalation point for complex customer issues and collaborate with technical teams to drive resolution. Establish key performance indicators (KPIs) to track team success, customer satisfaction, and overall service quality; use them to identify areas for improvement. Collaborate with the Product and Engineering teams to provide customer feedback and help shape product roadmaps. Continuously identify opportunities to optimize and automate support workflows for efficiency and scalability. Maintain a deep understanding of our product and technology to offer guidance and training to the support team. Report on team performance and customer satisfaction to senior leadership, providing actionable insights for improvement. Own and evolve the knowledge base and self-service support channels and identify content to be created in the knowledge base that can help with case deflection and improve customer experience. Develop and execute a global support strategy, ensuring comprehensive customer support coverage across multiple time zones and geographies. Qualifications: 10+ years of experience in customer support or a related field, with at least 3 years in a leadership role. Proven ability to manage, motivate, and develop small teams in a SaaS or technology-focused environment. Strong knowledge of customer support tools and ticketing systems (we use Freshdesk). Excellent communication, interpersonal, and problem-solving skills. Strong organizational and time management abilities, with the ability to handle multiple priorities. Previous experience scaling a support function in a fast-paced, high-growth company environment. Customer-centric mindset with a passion for delivering exceptional service. Analytical skills to track support trends and suggest areas for process improvement. Familiarity with SaaS platforms and subscription-based business models.
