Head of Support

Position Overview

The Support and Tech Writing teams are dedicated to providing a low-effort customer experience by efficiently, effectively, and accurately resolving queries. Customers interact with our agents through a ticketing system and utilize our knowledge base and AI-enabled chat for over 2,000 customers. Internal teams, from sales to customer success, rely on our support team for accurate and comprehensive product information, serving as the source of truth.

With a global team of 14 Support Agents and 3 Technical Writers across North America and Europe, the Support Team is pivotal in ensuring our customers have expert product knowledge. We are committed to delivering world-class support.

As Head of Support, you will lead a team rich in our culture of Convexity. Support is responsible for serving every frontline employee and empowering them to achieve world-class delivery. Your role will be crucial in significantly impacting customer retention, directly influencing 360Learning’s reputation and success.

Responsibilities

Within 1 month, you will:

• Experience a comprehensive onboarding covering our teams, culture, and product.
• Establish key metrics and reporting in Zendesk and Salesforce.

Within 3 months, you will:

• Analyze support metrics and KPIs to identify trends, address concerns, and challenge our 12-month to 3-year roadmap, ensuring we lead in AI utilization and support methodology.
• Collaborate closely with cross-functional teams (Product, Engineering, Professional Services) to provide technically sound, high-quality, comprehensive answers.
• Establish exceptional communication with our Customer Success team in Zendesk and escalate key customer issues for faster resolution.

Within 6 months, you will:

• Execute operational efficiencies identified in your six-month plan, gaining buy-in across functions and within your team, including communication methods, tiers, AI, and tool selection.
• Lead, mentor, and expand a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning.
• Ensure the support team is equipped with the necessary training to provide top-notch service.

Within 12 months, you will:

• Achieve KPIs established for best-in-class customer education and support by integrating staff, resources, and leveraging enterprise support and tech writer tools and AI enhancements.

Requirements

• Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment.
• Strong track record in improving customer satisfaction and support metrics.
• Technical acumen with a proven ability to investigate customer issues and report in-depth and asynchronously.
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams within a Convexity culture in a European and North American environment.
• Strategic, data-driven thinker with a customer-first mindset and a knack for problem-solving.
• Experience with customer support technologies and platforms, specifically Zendesk and SFDC Service Cloud.
• Fluent English (US/UK) / B2 level or equivalent (FR).
• German B2 level or equivalent is a plus.
• Enthusiasm for our working environment, as explained here: https://bit.ly/Convexity_360L

Company Information

• Employment Type: Full Time
• Location Type: [Information not provided]
• Salary: [Information not provided]

What We Offer

• Compensation: Pay structure includes base salary, variable incentive pay, and company equity 📈.
• Benefits/Perks:
  • Comprehensive medical, vision, and dental insurance starting your first full month 🏥.
  • 401k matching starting from day 1 🏦.
  • Generous parental leave 👶.
  • Professional development opportunities through our own platform 📚.
• Balance:
  • Unlimited days of annual PTO 🌴.
  • 5 days for sick leave 🤒.
  • 10 holidays 🗓.
  • Remote-first organization promoting flexible work hours 🏠.
• Diversity, Equity, and Inclusion: [Information not provided]