Descripción de la oferta
Passion.io’s goal is to make the world more confident and passionate. We do this by empowering Creators to launch highly impactful mobile apps for a fraction of the cost. 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 Head of Customer Support to join our team. If you are an experienced professional with 3+ years’ Saas Direct experience in leading multi-faceted CS teams, driving automated, differentiated, retention-focused high speed quality support across the customer lifecycle, we would love to meet you.Requirements3-4 years’ experience leading multi-faceted CS teams (not just support)SaaS Direct experience of more than 2 yearsImplementing tooling and/or automations such as AI chat bots, 1:few and 1:many proactive support strategiesLeading globally distributed remote teamsData led and outcome drivenNo BS. No politics. Just impactOKR framework experienceStrong leadership/collaborationPositive problem solverFluent in EnglishAdditional beneficial areasConsultancy backgroundDoing similar today/in the pastExperience leading Self serve, proactive retention across the lifecycle and support in a 1:1 and 1:many fashionExperience with creator marketExperience building or leading automationsChange and program manager mindsetWhat you’ll be working onLeading all Support functionsUse automation and AI to improve the customer experience, help them get answers quicker and rely less on manual interactions with the support teamProduct collaboration to improve customer experienceOwn and drive key KPIsEnsuring each sub team is delivering, supported and empowered, clearing roadblocksSquad OKR developmentEstablishing the right leading metrics/KPIs to measure OKR and initiative progress against targetMonitoring results and data actively, pivoting when neededStrong collaboration across CS and other squadsBenefitsWork from anywhere and full flexibilityBi-annual international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and GreeceAn 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. We also support you with attending conferences, taking courses, and purchasing booksAn open, honest, creative, and results-driven environment where your opinion is highly valuedAdaptable equipment policy with a budget that renews every yearCo-working policy: If you prefer to work from a co-working space, we’ll help pay for it24 days of paid vacation plus 10 days of “Celebration Leave” that allows you to take the holidays off you actually celebrate (instead of the statutory holidays in the country you happen to live in)Paid parental leave: We offer a generous period of fully paid parental leave
#J-18808-Ljbffr
