Establish clear teams, roles, and processes between onboarding, front-line support, technical support, and engineering. Develop and support internal leaders to help manage these teams.
Be the support for the support team. Help hire and train new support team members. Nurture and improve the existing team through regular feedback, 1:1’s and coaching.
Explore the right balance between autonomy and accountability. Establish clear standards and expectations for what excellent work looks like for each role.
Relentlessly focus on maximizing efficiency and mitigating costly support experiences with self-service, community-led support, and education.
Always seek to implement the optimal tooling, workflows, and automation that can put the the success team in the best position to succeed.
Establish clear processes for prioritizing heavy traffic, triaging emergencies, and escalating tricky issues.
Work cross-functionally with product and engineering to help prioritize new features and bug fixes based on customer feedback and impact.
Be data-driven. Establish, analyze, and report on KPIs for customer satisfaction, lifetime value, churn, and more. Establish a system to experiment with different solutions to impact critical metrics.
We’re looking for someone who is:
Empathetic and customer-focused with experience and deep knowledge around implementing best practices in building a high-performing team that leads to very happy customers.
Scrappy and resourceful! We don’t expect 100% experience with everything on this list, but we do expect a capacity to quickly level up or seek assistance to fill gaps and continuously improve.
A problem solver. You aren't afraid to go deep, experiment, learn on the fly, and do the work.
Humble but opinionated. You have lots of ideas, yet you are happy to shift directions when a better path emerges. You take your work much more seriously than you take yourself. You are confident enough to teach but humble enough to learn.
An active collaborator. You want feedback on your work early and often, and you get a kick out of a collaborative process because it challenges you to do better work.