As the Head of Customer Support, you will play a pivotal role in ensuring exceptional customer satisfaction and support for Simbe. You will be responsible for establishing and maintaining robust customer support processes, handling escalations, and driving continuous improvement initiatives to enhance the overall customer experience. While initially, this role will not have direct reports, you will have the opportunity to build and lead a team over time as our customer base grows.
Key Responsibilities
- Develop and implement a comprehensive customer support strategy aligned with the company's objectives and customer needs.
- Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions.
- Monitor customer support metrics and KPIs to measure performance and identify areas for improvement.
- Collaborate cross-functionally with engineering, product management, and sales teams to address customer concerns and drive product enhancements.
- Create and maintain documentation for customer support procedures, troubleshooting guides, and best practices.
- Lead by example in delivering exceptional customer service, ensuring a positive customer experience at all touchpoints.
- Stay current with industry trends and customer feedback to anticipate and proactively address customer needs.
Requirements:
- Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field (or equivalent experience).
- Proven experience in a customer support or service management role, ideally within a technology or robotics company.
- Strong analytical skills with the ability to interpret data and metrics to drive decision-making.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
- Demonstrated leadership abilities with a track record of fostering a collaborative and supportive team environment.
- Experience implementing and optimizing customer support processes and systems.
- Ability to thrive in a fast-paced, entrepreneurial environment with a proactive and solution-oriented mindset.
Preferred Qualifications:
- Master’s degree in Business Administration or a related field.
- Experience with Jira, CRM systems, and customer support tools.
- Knowledge of robotics or automation technologies.
$80,000 - $150,000 a yearSalary is dependent on experience and location.Apply for this job
