Customer Support Leader
hace 2 semanas
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
- 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
- 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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