VP Technical Support and Content

Job Description

Job Title: VP Technical Support and Support Content Location: India (Remote) About OnceHub ( www.oncehub.com ): OnceHub (www.oncehub.com) is an innovative and thriving software-as-a-service company that focuses on streamlining scheduling and digital engagement processes for organizations globally. We're a team of passionate and driven individuals living and working remotely across 4 countries, driving innovation through shared ideas and fostering a collaborative culture. You will work remotely from home (in India) with colleagues and stakeholders in multiple geographies. Learn more about our employee led approach in our CEO video: https://www.oncehub.com/careers About the Role: Based remotely in India and reporting directly to our CEO, you will be a critical leader in shaping our customer journey and driving customer success. You will lead and manage our Customer Support Department , which includes the Knowledge Center (encompassing the help center, help articles, videos, and other support content). Your primary focus will be ensuring a seamless and positive experience that maximizes customer value and fosters long-term loyalty. This role demands a hands-on, strategically-minded individual with a deep understanding of B2B SaaS, ideally within a Product-Led Growth (PLG) model. You will be deeply involved in understanding customer needs, guiding your team to deliver exceptional support and value, and driving continuous improvement across all customer touchpoints. Responsibilities: Customer Experience Vision and Strategy: Develop and execute a comprehensive customer experience strategy across all stages of the customer journey, focusing on activation, onboarding, expansion, and retention. Product Advocacy and Feedback: Cultivate a deep understanding of our product and actively engage with customers and your team to gather and synthesize feedback for product improvement. Hands-on Customer Engagement & Support Leadership: Be actively involved in understanding customer pain points by working closely with the Customer Support department, providing strategic guidance on complex issue resolution and ensuring operational excellence in all customer interactions. Knowledge Center Strategy & Management (within Customer Support): Own the strategic direction and overall effectiveness of our global Knowledge Center through effective leadership of the Knowledge Center team. Ensure it is a comprehensive, user-friendly, and effective self-service resource. Content Strategy & Framework Management: Oversee the development and implementation of a robust content strategy and framework for help articles, FAQs, tutorials, and video content within the Knowledge Center, ensuring it empowers customers and drives product adoption. Content Production Oversight & Team Guidance: Provide leadership and guidance to the Knowledge Center team in the creation of high-quality, accurate, and consistent written and video content. Customer Success Initiatives: Drive global initiatives to improve the efficiency and effectiveness of customer support processes that enable successful customer activation, onboarding, expansion, and retention. This includes optimizing support workflows, leveraging automation within support channels, and ensuring the Customer Support team has the resources and strategies to effectively assist customers throughout their journey. Data-Driven Insights: Utilize a data-driven approach to analyze customer behavior, identify key metrics across the customer lifecycle, and translate insights into actionable strategies for improvement, guiding your team accordingly. Process Optimization & Automation: Drive the design, implementation, and continuous optimization of customer-facing processes through your team to enhance efficiency. Cross-functional Collaboration: Collaborate effectively with Product, Sales, and Marketing leadership to ensure a unified and customer-centric approach across all business functions. Collaboration with Chief Go-to-Market Officer: Work closely with the Chief Go-to-Market Officer and their teams to understand the broader customer journey, align support strategies with marketing and sales efforts, and ensure a consistent and positive experience across all customer touchpoints. Collaboration for Product and Strategy: Work closely with the Chief Product and Technology Officer and their teams to provide critical customer insights that inform product development and address underlying issues impacting the customer experience. Executive Alignment: Maintain regular communication and collaboration with the CEO to ensure alignment with the overall company vision and strategic objectives. Team Leadership & Development: Lead, mentor, and develop the Team Leads fostering a culture of customer obsession, continuous learning, and operational excellence. Performance Measurement & Reporting: Establish and track key performance indicators (KPIs) related to customer satisfaction, support efficiency, Knowledge Center utilization, and customer retention, working with your to report on progress and identify areas for improvement. Requirements: Excellent written and verbal English communication skills. Significant leadership experience (5+ years) in a senior role managing a Customer Support department (or similar) within a B2B SaaS environment, supporting technology products. This experience should include managing teams responsible for both direct support and knowledge/content creation. Proven experience in leading and driving customer-facing initiatives with cross-functional teams. Deep understanding of the B2B customer lifecycle and experience with customer journey mapping. Strong experience in managing the strategy and operations of a comprehensive knowledge/help center and overseeing content strategy as part of a broader Customer Support function. Hands-on approach with a willingness to be involved in strategic guidance and support for your teams. Strong analytical and problem-solving skills, with the ability to use data to drive decisions and measure impact through your teams. Excellent process and project management skills with the ability to think strategically and implement tactically through your direct reports. Experience leading and managing remote teams. A degree from a reputable university. Must be based in India. Ideally, experience working within a Product-Led Growth (PLG) company. Bonus Points: Experience with specific customer support software, knowledge base platforms, and CRM systems. Familiarity with data analytics tools relevant to customer support leadership. Apply because you want to... Work in a modern Saas, Product-led company Work remotely from home, saving you commuting time and promoting work-life balance Get exposure to working with stakeholders on a global level across different industries Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth Join a fantastic organisational culture that places learning at the centre of what we do Receive a competitive salary Work in a multicultural environment Show more Show less