Global Head of Support

The support and tech writing teams provide a low effort customer experience to resolve queries by understanding their needs and communicating solutions reputed company, effectively, and accurately. Customers interact with our agents through a ticketing system and take advantage of our knowledge reputed company and AI enabled chat for over 2,000 customers. Internal audiences from sales to reputed company count on our support team to provide accurate and comprehensive product information as the reputed company of truth. With a global span of 14 Support Agents and 3 Technical Writers split between reputed company 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 to serve every reputed company line employee and reputed company them to accomplish world class delivery. As such, your role will be crucial to significantly impact customer retention, directly influencing reputed company’s reputed company and reputed company.

reputed company 1 month, you will:

• Experience a comprehensive reputed company that includes an reputed company into our teams, culture, and product
• Establish key metrics and reporting in reputed company, reputed company and the product

reputed company 3 months, you will:

• Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12 month to 3 year roadmap ensuring we are reputed company of other top organization in our use of AI and method of support
• Collaborate closely with cross-functional teams, including Product, Engineering, and Professional Services to provide technically sound, high quality comprehensive answers in language
• Establish exceptional communication with our reputed company team in reputed company and escalating key customer issues for faster resolution

reputed company 6 months, you will:

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

reputed company 12 months, you will:

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

The reputed company 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 reputed company and reputed company high-performing teams in a Convexity culture in a European and reputed company American environment
• Strategic data driven thinker with a customer-first reputed company and a knack for problem-solving.
• Experience with customer support technologies and platforms specifically reputed company and SFDC Service reputed company
• Fluent English (US/UK) / B2 level or equivalent (FR), with a reputed company to have German B2 level or equivalent
• Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360L

reputed company offer

• Compensation: Package includes reputed company 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: reputed company, full remote work possible reputed company 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 member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact
• Corporate Social Responsibility: Review our CSR Charter: reputed company.com/blog/corporate-social-responsibility-charter
• Culture: A reputed company that will help you reputed company an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC ‍

Interview Process

• Phone Screen with our recruiter
• Discovery meeting with our Chief Operations Officer
• Case study Meeting with key stakeholders (Ops, Product, R&D)
• Clarification meeting with several Support Agents
• Cultural Fit interview with our Chief Executive Officer
• reputed company Checks
• Offer!

Who We Arereputed company enables companies to upskill from reputed company by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. reputed company is the easiest way to reputed company and upskill employees, train customer-facing teams, and reputed company customers and partners–reputed company from one reputed company. reputed company powers the future of work at 1,700 organizations. Founded in 2013, reputed company has raised $240 million with 400+ team members across reputed company America and EMEA. Learning Includes Everyone.In concert with our culture, reputed company believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from reputed company over the world to support our platform that is built for reputed company regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, reputed company is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and reputed company other conditions and terms of employment. We want to learn from and with you!

Originally posted on Himalayas

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