Customer & Support Engineering Lead, Coactive
$220-260k
+Equity
Office located in San Jose, CA
Visual data analytics platform
Open for applications
Visual data analytics platform
21-100 employees
Open for applications
$220-260k
+Equity
Office located in San Jose, CA
21-100 employees
Company mission
To empower data practitioners and data-driven teams to unlock insights in unstructured image and video data.
Role
Who you are
- We are seeking a dynamic and experienced Support Engineering Lead to our Customer Support team
- The ideal candidate will have a strong background in customer support management, excellent leadership skills, and a passion for enhancing the customer journey
- Minimum of 8-10 years of experience in customer support management, with at least 3-5 years in a leadership role
- Proven track record in a leadership role successfully managing and scaling support operations, preferably in a B2B SaaS and in a fast-paced environment
- Skills & Competencies:Strong leadership and team management skills with the ability to inspire and motivate a diverse team
- Excellent communication, interpersonal, and problem-solving skills
- Deep understanding of customer support best practices, tools, and technologies
- Ability to analyze data, identify trends, and make data-driven decisions
- Strong organizational skills and the ability to manage multiple priorities and projects simultaneously
- Previous experience in a fast-paced startup environment is a plus
- Previous experience in ML/AI focused support is a plus
What the job involves
- This strategic role involves overseeing the delivery of exceptional support to our clients, driving continuous improvement, and ensuring alignment with our company's overall goals and values
- Leadership & Strategy:Develop and execute the strategic vision for the Support department to drive customer satisfaction and retention
- Lead, mentor, and manage a diverse team of support professionals, fostering a culture of excellence, collaboration, and accountability
- Establish performance metrics and KPIs to monitor team performance, customer satisfaction, and delivery
- Customer Experience Management:
- Oversee the design and implementation of customer support processes and workflows to ensure high-quality delivery
- Collaborate with cross-functional teams to address and resolve complex customer issues and ensure a seamless customer experience
- Operational Excellence:
- Develop and manage budgets for the Support department, ensuring optimal resource allocation and cost efficiency
- Implement and maintain support tools, technologies, and systems to enhance operational efficiency and quality
- Training & Development:
- Create and deliver training programs and resources to enhance team skills, knowledge, and performance
- Foster a learning environment and support professional development opportunities for team members
- Customer Advocacy:
- Act as a customer advocate within the company, ensuring that customer needs and concerns are communicated and addressed effectively
- Develop and maintain strong relationships with key clients, stakeholders, and partners to enhance customer loyalty and retention
- Shape best practices and company culture as we grow
Our take
CoactiveAI is on a mission to help humans and machines work together by empowering data practitioners and data-driven teams to unlock insights in unstructured image and video data.
The company is ahead of the curve with its focus on visual data, which is becoming increasingly part of everyday life, now occupying well over 75% of all Internet traffic. CoactiveAI makes this data useful by bringing it into the world of Structured Query Language (SQL), providing information from visual data that can inform business decisions.
Though only founded in 2021, CoactiveAI's founding team has experience working with the first generation of modern machine learning systems at Google, Facebook, Pinterest and eBay. The company has secured impressive funds to expand operations, development efforts, and business reach.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
May 2024
$30m
SERIES B
Mar 2023
$10.4m
SERIES A
Total funding: $40.4m
Company benefits
- 100% medical, dental & vision coverage for you
- Medical, dental & vision partially covered for your dependents
- 401K
- Unlimited PTO
- An allowance to set up workstations however you want
- A supportive environment with opportunity for growth
- Social events ranging from happy hours and hiking to board game nights and games of Mario Kart
Company values
- Engage together - We act as one team, always staying humble and grateful. There are no bystanders in our ranks
- Act with purpose - We move boldly and deliberately, while maintaining pragmatism with empathy
- Lead with transparency - We always have the hard conversations upfront, and our opinions come backed with evidence
Company HQ
Horace Mann, San Jose, CA
Articles
Leadership
Cody Coleman
(CEO)Previously served as a Founding Member for MLCommons, Founding Partner for MLPerf, and as an Intern for Facebook.
Salary benchmarks
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