W1siziisimnvbxbpbgvkx3rozw1lx2fzc2v0cy9jbnrlbgxldgvjig5ldy9qcgcvbmv3lwjhbm5lci1kzwzhdwx0lmpwzyjdxq

Head of Customer Support - Series A Startup - SF

  • Location

    San Francisco

  • Sector:

    Technology Sales

  • Job type:

    Permanent

  • Salary:

    $170k OTE

  • Contact:

    Oliver Lauder

  • Contact email:

    oliver@Intelletec.com

  • Job ref:

    ASFS

  • Startdate:

    ASAP

  • Consultant:

    Oliver Lauder

 A leading AI-powered Series A Startup is seeking a Head of Customer Support in San Francisco. The software they sell provides services that track demand and manage orders for fresh produce in grocery stores.

My client's mission is to make the fresh food supply chain more efficient, thus dramatically reducing food waste and making fresh, nutritious food available and accessible to everyone. Our A.I.-powered solutions optimize ordering, forecasting, and store operations for fresh food departments for brick-and-mortar grocers. The results are powerful: grocers using the software are on track to reduce more than 20M pounds of food waste, while increasing fresh sales by 3%, massively increasing their profitability.

Your duties will include the following; build a world-class service team to provide unparalleled support and guidance to our customers. You will provide excellent customer support to our clients, creating strong customer relationships and cultivating promoters of our brand and product. You'll also develop a customer support playbook and scale our customer support function as we continue to grow our customer base. You'll own the creation, roll-out and execution of our support strategy and will shape the future of our products to best serve our clients. 

Responsibilities:

  • Create scalable customer support processes and playbooks that we will use to build a world-class customer support capability
  • Address technical issues identified by customer feedback and triages issues to our engineering team as necessary
  • Deeply understand of the company's customers' needs and serve as the voice of the customer
  • Identify, prioritize, and advocate for features that will improve our products and customer experience
  • Stand up and lead our customer support team, setting strategic direction, objectives, and performance metrics for this team
  • Build out and utilize tools and processes to monitor, analyze, and report on customer satisfaction and team performance
  • Effectively train, onboard, and coach new customer team members to enable individual and team development and growth
  • Monitor team performance and provide coaching as needed to ensure both individual and team KPI deliverables are met

Attributes and skills:

  • Customer service mindset that allows you to develop and cultivate strong relationships with our customers
  • Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities
  • Understanding of customer business processes, utilizing your expertise and appropriate product functionalities to address customer issues
  • Commercial expertise that allows you to understand and act on what our customers care about most
  • Strong leadership, influencing and communication skills with the ability to interact, influence and align with all levels of the organization, both internal and external
  • Strong self-starter that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
  • Ability to work in ambiguity and build and create processes without clear guidelines or playbooks
  • Effective collaboration with customers and the Customer Success, Sales, Product, and Engineering teams
  • Experience using database tools and dashboarding tools; basic coding knowledge

Qualifications:

  • 5+ years of experience in the customer success function
  • Experience with multi-tier customer support capability, including overnight support
  • Knowledge and experience working with a product that includes custom integrations and ML solutions
  • Experience building a customer support team preferred
  • Experience in retail or grocery preferred
Salary:
  • Market Competitive
Location:
  • Remote based in San Francisco
 
For more info please reach out to oliver@intelletec.com