Head of Support, Clerk Chat

• The ideal candidate will have a proven track record in a customer support role, demonstrating exceptional leadership and interpersonal skills
• They will have excellent communication skills and the ability to inspire team members
• 10+ years in a business-facing support role, with at least 2 years in a management position. Ideally within the telecom and B2B SaaS industry
• Leadership Skills: Proven ability to lead and mentor a team, with strong interpersonal and communication skills
• Technical experience in building, implementing, and improving operational processes to enhance efficiency and team performance
• Strong cross-functional communication and teamwork skills to ensure alignment across departments
• A passion for delivering exceptional customer experiences and the ability to act as a customer advocate
• You are based in the SF Bay Area and can work in our San Francisco office 5 days a week

Desirable

• This is an exciting time to join Clerk Chat. We’re small enough that every individual has a big impact, but we’re growing fast enough that there’s tremendous room for career advancement
• The Head of Support will be entrusted with the leadership of a team comprising of Support Agents
• The primary objective of this role is to ensure efficient and effective support for Clerk Chat’s messaging platform
• You will be instrumental in fostering superior customer support by establishing and implementing policies, procedures, and goals
• Lead and manage the Platform Support and Consumer Success teams, providing guidance, coaching, and professional development for team members
• Participate in resolving complex technical issues, directly supporting platform-related incidents, and escalating when necessary to ensure SLAs are met
• Build and refine processes for support and customer success, driving operational efficiency
• Work closely with other internal teams such as Engineering, Product, and Sales to ensure customer success and platform stability
• Act as a point of contact for critical customer interactions, driving issue resolution, and maintaining high customer satisfaction levels
• Develop and track KPIs to measure team performance, identify trends, and provide visibility to leadership on both support outcomes and customer success metrics
• Contribute to long-term strategy for platform support and customer success, aligning team goals with overall business objectives