About the role:
As our Head of Support, you’ll be on the forefront of delighting our customers. You’ll be responsible for hiring, coaching and developing a team of experienced support professionals in a fast-paced and rapidly changing environment. You’ll oversee all aspects of Customer Support at OpenPhone including our Porting and Trust & Safety teams and collaborate closely with our Product and Engineering teams to continuously improve the overall customer experience.
Some of the things you’ll do:
-Lead OpenPhone’s Support team with a strong focus on customer satisfaction, setting performance goals, providing guidance, and fostering a positive and collaborative work environment. -Hire, develop, and grow a team of best-in-class talent around the world who share core values and common goals -Team up with outsourcing partners where appropriate while maintaining our high bar for excellence -Work closely with Product and Engineering teams to prioritize key product investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of issues. -Develop and oversee Support Operations and infrastructure, scaling in a cost-effective manner while providing quality customer care and compliance with guidelines and processes. -Work closely with the leadership team for cross-functional alignment and serve as the primary escalation point for support questions or issues while working across Sales and Success, Product Management, and Engineering to ensure successful customer outcomes. -Work closely with the Trust & Safety Lead on developing and implementing strategies to prevent, detect, and mitigate any instances of carrier fraud and potential risks.
-You have 7+ years of experience building and managing high-performing technical support teams in a multi-channel environment, including managing managers. -You have experience in live channel support, including chat-based and phone support. -You’re an excellent problem solver and make sound decisions in high-pressure situations. You can analyze data, identify trends, and develop strategies to proactively address challenges and opportunities. -You’re a leader who inspires and motivates their team, fostering a positive and inclusive work environment. You recruit, train, and develop support professionals, providing guidance and mentorship to help them succeed. -You’re an exceptional communicator and are proficient in working with distributed teams. -You thrive in a dynamic and fast-paced startup environment, demonstrating adaptability, resilience, and the ability to handle multiple priorities and deadlines simultaneously. -You’re passionate about advocating for customers' needs and interests while balancing business requirements. You prioritize customer satisfaction, empathize with customer concerns, and drive initiatives to enhance the overall customer experience. -Ideally, you have previous B2B SaaS experience, too.