Head of Support

Employment Type: Full Time

Position Overview

The support and tech writing teams provide a low-effort customer experience to resolve queries by understanding customer needs and communicating solutions efficiently, effectively, and accurately. Customers interact with our agents through a ticketing system and utilize our knowledge base and AI-enabled chat for over 2,000 customers. Internal audiences, 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 span of 14 Support Agents and 3 Technical Writers split between North America and Europe, the Support Team plays a pivotal role in the product expertise of our customers. We aim to provide world-class support.

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

Key Responsibilities & Onboarding Timeline

Within 1 month:

• Experience a comprehensive onboarding including insights into our teams, culture, and product.
• Establish key metrics and reporting in Zendesk, Salesforce, and the product.

Within 3 months:

• Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12-month to 3-year roadmap, ensuring we are ahead of other top organizations in our use of AI and methods of support.
• Collaborate closely with cross-functional teams, including Product, Engineering, and 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:

• Execute operational efficiencies identified in your six-month plan with buy-in across functions and within your own team, including methods of communication, 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:

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

The Skill Set

• 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 reporting in-depth and asynchronously.
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams in a Convexity culture across European and North American environments.
• 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), with a nice-to-have German B2 level or equivalent.
• Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360L

What We Offer

• Compensation: Package includes base salary, a variable component, and equity. 📈
• Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent.
• Balance: Flexible hours, full remote work possible anywhere in France. 🏠
• Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a sponsor.