Head of Customer Support

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Support, SaaS, Customer SuccessIndustries

Requirements

The ideal candidate should possess a strong customer-centric mindset, demonstrated leadership experience in building and scaling customer support teams, and a deep understanding of customer service best practices. Experience with SaaS products and complex technical environments is highly desirable, along with proven ability to drive process improvements and implement customer support technologies.

Responsibilities

As the Head of Customer Support, you will lead and scale the customer support function, ensuring excellent service across all channels including Slack, chat, email, in-app, and community. You will be responsible for building and managing a high-performing team, encompassing hiring, training, and career development for frontline and tiered support staff. Furthermore, you will design support operations to enhance efficiency and speed, including ticket routing, knowledge base management, and automation, while establishing and tracking key performance indicators such as CSAT and time to resolution.

Skills

Customer-obsessed mindset

Leadership

Strategic thinking

Team building and management

Support systems and tools design

Communication

Interpersonal skills

SaaS product experience

Technical customer support

Common Room

Sales and marketing platform for customer insights

About Common Room

Common Room offers a platform that helps businesses track their customer journey across various channels, such as social media and product usage. It identifies potential customers showing intent to purchase, enabling sales teams to engage effectively and enhance their sales process. The platform operates on a freemium model, allowing users to start for free and upgrade for advanced features, and it integrates with various tools like CRM systems for a comprehensive view of customer interactions. The goal is to empower businesses to accelerate their sales pipeline and improve product adoption.

Seattle, WashingtonHeadquarters

2020Year Founded

$102MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Unlimited Paid Time Off

Paid Company Holidays

Monthly Remote Stipend

Paid Family Leave

Risks

Competition from AI-powered sales platforms like Gong is increasing.

Community-led growth strategies may require platform adaptation.

In-office work trends could impact talent attraction if remote work is maintained.

Differentiation

Common Room integrates with platforms like GitHub for a unified customer view.

The platform uses AI to identify potential customers showing purchase intent.

Common Room's freemium model attracts a broad user base, converting them to paid customers.

Upsides

Increased focus on AI-driven sales tools enhances personalized customer interactions.

Community-led growth strategies provide opportunities for business insights.

Demand for SDR and AE efficiency tools benefits Common Room's target market.

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