Head of Technical Support, Nooks

• This role is for someone who thrives in a fast-paced environment with a rapidly changing product
• 6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
• 3+ years of experience leading and scaling a support team for a rapidly changing SaaS tool at a high-growth, early-stage startup
• Proven experience in building a technical support team, with a concrete track record of driving performance and achieving customer satisfaction goals
• Deep experience in API troubleshooting
• Deep experience with advanced troubleshooting, critical thinking, and problem-solving
• Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success
• Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and senior leaders

Desirable

• Our Technical Support team is at the forefront of our customer experience, ensuring users maximize their value from Nooks and are delighted with the experience
• A positive customer experience with both our product and team is critical to our success, and the Head of Tech Support will focus relentlessly on both
• They will lead and scale the team, overseeing daily operations, enhancing support processes, and collaborating with other departments to address and resolve complex technical problems
• Recruit, onboard, and develop a high-performing technical support team
• Set performance objectives, provide ongoing feedback, conduct performance reviews, and support career development
• Foster a collaborative and positive team environment to drive engagement and productivity
• Manage day-to-day operations, ensuring high-quality service delivery
• Establish and monitor performance metrics, ensuring the team meets or exceeds SLAs and KPIs
• Implement and refine processes and tools to improve efficiency, response times, and customer delight
• Master Nooks products and integrated technologies to provide expert support to customers and colleagues
• Handle complex and escalated customer issues, providing effective solutions and maintaining high satisfaction levels
• Develop protocols for managing critical issues and high-priority cases
• Monitor customer feedback and analyze support metrics to identify trends, bottlenecks, and opportunities for improvement
• Collaborate with product and engineering teams to address recurring issues and enhance the product
• Develop and maintain comprehensive support documentation, including FAQs and troubleshooting guides
• Design and implement enablement programs to ensure the team is knowledgeable about our products and related technologies
• Promote continuous learning within the team
• Track KPIs and share regular reports on team performance, support metrics, and improvement initiatives
• Use data-driven insights to inform decision-making and drive continuous improvement
• The Tech Support schedule is currently US hours (6:00 am - 3:00 pm PST) on Monday through Friday. Hours will be adjusted in the future, based on customer needs