Head of Customer Support

Summary

Responsibilities

• Develop and implement a comprehensive customer support strategy aligned with the company's objectives and customer needs.
• Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions.
• Monitor customer support metrics and KPIs to measure performance and identify areas for improvement.
• Collaborate cross-functionally with engineering, product management, and sales teams to address customer concerns and drive product enhancements.
• Create and maintain documentation for customer support procedures, troubleshooting guides, and best practices.
• Lead by example in delivering exceptional customer service, ensuring a positive customer experience at all touchpoints.
• Stay current with industry trends and customer feedback to anticipate and proactively address customer needs.

Requirements

• Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field (or equivalent experience).
• Proven experience in a customer support or service management role, ideally within a technology or robotics company.
• Strong analytical skills with the ability to interpret data and metrics to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
• Demonstrated leadership abilities with a track record of fostering a collaborative and supportive team environment.
• Experience implementing and optimizing customer support processes and systems.
• Ability to thrive in a fast-paced, entrepreneurial environment with a proactive and solution-oriented mindset.

Benefits