Head of Customer Support

2 days ago

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brightwheel

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#1 platform for early education

Daycare • preschool • Mobile & Web Tool • Child Care • Education

201 - 500

💰 $55M Series C on 2021-02

Description

• Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers • Set and achieve ambitious CSAT and risk/fraud goals • Lead the full Support team including our BPO partner; includes leading brightwheel’s response to customer-facing platform incidents and other escalations • Lead the Payment Operations team which is responsible for risk and fraud • Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth • Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards • Build a deep bench of high-performing leaders on the Customer Support team

Requirements

• 10+ years in Customer Support in a startup environment including email, chat and phone support across multiple product lines • 5+ years leading a customer-facing team including managing managers • Track record of leading teams that regularly exceeded ambitious goals • Excellence in problem-solving in ambiguous situations and first-principles thinking • Experience working with BPOs • Strong preference for experience in vSaaS, SMB customers, high-volume environments • Demonstrated excellence in all 8 brightwheel Leadership Principles • Bonus: experience with Payment Operations