Head of Customer Support at Clever

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(20 open jobs)

Clever makes it easy to use technology in the classroom

Job title
Head of Customer Support
Job listing last updated at
Oct 25, 2019
Job listing location
San Francisco, California
Job listing source
Job listing link
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Bay Area company location: 1263 Mission St, San Francisco CA

Job description

Customer experience is at the heart of Clever. We’ve built a world-class support team with smart, ambitious, and diverse talent. Now we are looking for an extraordinary leader to develop a long-term vision and strategy for the team. As the Head of Customer Support, reporting to the VP of Customer Success you'll be responsible for hiring and retaining talented individuals on the Customer Solutions team to provide excellent service to our school districts and application partners. Successful candidates will have a strong leadership background. Experience leading strong technical and product-focused teams is a plus. We are looking for a leader that embodies an entrepreneurial spirit with a proven track-record of leading high performing teams, along with a passion for helping people. The perfect candidate will be excited by the opportunity to work in a mission-driven, fast-paced environment, actively developing and refining the team strategy with a data-driven approach.

You Will:

  • Lead a team of managers, responsible for 20+ product support specialists and coordinators across the US
  • Coach, mentor, and guide team members in delivering world-class customer support
  • Inspire and motivate team members, promoting their career growth. Foster a sense of pride and loyalty in the team
  • Facilitate training to ensure all support specialists are capable of effectively troubleshooting and resolving issues
  • Effectively work cross-functionally across the Customer Success organization and company
  • Apply your expertise in quantitative and data analysis and to identify key trends and customer issues
  • Be accountable for key team success metrics
  • Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base
  • Maintain and improve support systems, flows, and processes to deliver the highest level of customer satisfaction
  • Analyze resource models and design a scalable organizational framework
  • Become an expert on the Clever platform, serving as the voice of the customer and working with cross-functional partners to improve Clever product offerings
  • Participate in customer meetings to resolve escalations when necessary to strengthen customer relationships 

You Should Have:

  • 5+ years experience in customer support and/or success in a SaaS environment
  • Experience leading high output and mission-critical teams
  • Analytical and data-oriented approach to problem-solving
  • Ability to remain flexible in a fast-paced environment, driving change in a growing team.
  • Excellent and effective written and verbal communication skills. Demonstrated ability to communicate and present to the customers
  • Experience in developing, reporting, and driving metrics-based results such as, CSAT, Resolution Time, NPS and other KPIs
  • Prior experience with support software and CRM programs (e.g. Zendesk, Salesforce)
  • Strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Ability to travel to Clever offices up to 50% of time

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