Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Real Estate TechnologyIndustries
Requirements
Candidates should have 5+ years of experience in customer support or support operations, with at least 2+ years in a leadership or managerial role, preferably in a tech or SaaS environment. They must be fluent in English, both written and spoken, with excellent communication skills across channels, and possess experience with support tools such as HubSpot, Zendesk, Intercom, and analytics tools like Looker, Tableau, or similar. Proficiency with automation platforms (e.g., Zapier, ChatGPT) and a track record of leveraging technology to streamline support is required, along with strong problem-solving, analytical, and organizational skills. Experience leading remote teams, ideally across multiple time zones, is also necessary.
Responsibilities
The Support Operations Manager will lead and scale the customer support operations, managing the day-to-day performance of a remote team of support specialists serving US-based customers across phone, email, and chat. They will develop and maintain support SLAs and KPIs, optimize support platform configurations and integrations, improve internal documentation and workflows, analyze support trends and performance metrics, build and maintain dashboards and reporting, manage and continuously improve the AI-powered support bot, and collaborate with Product, Engineering, and Customer Success teams to advocate for customer needs and ensure a feedback loop from support to product development.
Skills
Customer Support Management
Team Leadership
Support Platform Configuration
HubSpot
Zendesk
Intercom
Automation Tools
Zapier
ChatGPT
Data Analysis
Performance Metrics
Workflow Optimization
Documentation
Dashboard Reporting
Homelight
Real estate platform connecting buyers and sellers
About Homelight
HomeLight is a real estate technology platform that helps simplify the buying and selling of homes by connecting clients with top-performing local real estate agents. It uses data analysis to identify successful agents based on their sales records, making it easier for clients to find reputable help. In addition to agent matching, HomeLight offers tools like a home affordability calculator and a home value calculator, as well as connections to local lenders. The company's goal is to provide a comprehensive and user-friendly experience for home buyers and sellers.
Key Metrics
Scottsdale, ArizonaHeadquarters
2012Year Founded
$290.4MTotal Funding
SERIES_DCompany Stage
Real EstateIndustries
201-500Employees