Head of Customer Support
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Job Description
Head of Customer Support managing operations and strategy for a third-party support team in a SaaS environment. Implementing AI and automation for enhanced customer service delivery.
Responsibilities:
- Manage the daily operations of a third-party support team (25+ agents) across different shifts, ensuring consistent quality and adherence to SLAs.
- Build the roadmap for support scalability, including the implementation of AI, automation, and self-service improvements (Zendesk optimization, Knowledge Bases).
- Define and monitor KPIs (FRT, Resolution Time, Backlog, CSAT) and translate these into operational insights.
- Create and maintain the 'Support Playbook,' including technical troubleshooting flows, escalation paths, and billing/refund policies.
- Act as a decision-maker for sensitive situations (billing disputes/refunds), balancing customer satisfaction with the protection of company revenue and chargeback ratios.
- Work closely with Product and Engineering to ensure customer insights directly influence product improvements and bug fixes.
Requirements:
- 7+ years in Customer Support or Support Operations, with a proven track record in SaaS or subscription-based businesses.
- Extensive experience managing large-scale or outsourced support teams.
- Proven success in building support processes from the ground up and improving operational efficiency.
- Zendesk Power User: Advanced experience with support platforms, macros, and automation triggers
- Strong process design and operational thinking.
- Analytical Mindset: Expert at analyzing support data to identify bottlenecks and trends.
- Experience implementing support automation and self-service improvements.
- Communication: Exceptional written and spoken English.
- A 'get-it-done' attitude with the ability to operate autonomously in a fast-paced environment.
Benefits:
- Long-term Growth: We are looking for a partner to grow with the organization over multiple years.
- Impact: You will play a critical role in shaping the support organization for all current and future products.
- Autonomy: Full ownership of the support function with the resources to implement AI and cutting-edge automation.
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