Customer Support Leader

hace 2 semanas


Madrid, Madrid, España Passion A tiempo completo

Passion.io is a global company that empowers creators to launch impactful mobile apps. We are an international remote team of 70 people, supporting 8,000+ Creators and 700k+ end-users from all over the world. We have an exciting opportunity for a Customer Support Leader to join our team.

We're looking for an experienced professional with 3+ years' experience in leading multi-faceted customer support teams, driving automated, differentiated, retention-focused high-speed quality support across the customer lifecycle.

Requirements
  • 3-4 years' experience leading multi-faceted customer support teams (not just support)
  • Saas Direct experience of more than 2 years
  • Implementing tooling and/or automations such as AI chatbots, 1:Few and 1:Many proactive support strategies
  • Leading globally distributed remote teams
  • Data-led and outcome-driven
  • No BS. No politics. Just impact
Responsibilities
  • Leading all Support functions
  • Use automation and AI to improve the customer experience, help them get answers quicker and rely less on manual interactions with the support team
  • Product collaboration to improve customer experience
  • Owning and driving key KPIs
  • Ensuring each sub-team is delivering, supported and empowered, clearing roadblocks
  • Establishing the right leading metrics/KPIs to measure OKR and initiative progress against target
  • Monitoring results and data actively, pivoting when needed
  • Strong collaboration across CS and other squads
What we offer you
  • Work from anywhere and full flexibility
  • Bi-annual international gatherings in a cool venue somewhere even cooler
  • An autonomous/entrepreneurial work style where your success is measured by results (not time)
  • The steepest learning curve you've ever experienced including regular career coaching sessions, internal and external training, coaching, and much more
  • An open, honest, creative, and results-driven environment where your opinion is highly valued
  • Flexible equipment policy with a budget that renews every year
  • Co-working policy: If you prefer to work from a co-working space, we'll help pay for it
  • 24 days of paid vacation plus 10 days of 'Celebration Leave' that allows you to take the holidays off you actually celebrate
  • Paid parental leave: We offer a generous period of fully paid parental leave

Estimated salary: $120,000 - $180,000 per year.



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