OpenPhone
Head of Support
OpenPhone, San Francisco, California, United States, 94199
[Full Time] Head of Support at OpenPhone (United States)Head of Support
OpenPhone United StatesDate Posted: 02 Aug, 2023Work Location: San Francisco, United StatesSalary Offered: Not SpecifiedJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: NoVacancies: 1 availableAbout the role:As our Head of Support, you’ll be on the forefront of delighting our customers. You’ll be responsible for hiring, coaching and developing a team of experienced support professionals in a fast-paced and rapidly changing environment. You’ll oversee all aspects of Customer Support at OpenPhone including our Porting and Trust & Safety teams and collaborate closely with our Product and Engineering teams to continuously improve the overall customer experience.Some of the things you’ll do:Lead OpenPhone’s Support team with a strong focus on customer satisfaction, setting performance goals, providing guidance, and fostering a positive and collaborative work environment.Hire, develop, and grow a team of best-in-class talent around the world who share core values and common goals.Team up with outsourcing partners where appropriate while maintaining our high bar for excellence.Work closely with Product and Engineering teams to prioritize key product investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of issues.Develop and oversee Support Operations and infrastructure, scaling in a cost-effective manner while providing quality customer care and compliance with guidelines and processes.Work closely with the leadership team for cross-functional alignment and serve as the primary escalation point for support questions or issues while working across Sales and Success, Product Management, and Engineering to ensure successful customer outcomes.Work closely with the Trust & Safety Lead on developing and implementing strategies to prevent, detect, and mitigate any instances of carrier fraud and potential risks.About you:You have 7+ years of experience building and managing high-performing technical support teams in a multi-channel environment, including managing managers.You have experience in live channel support, including chat-based and phone support.You’re an excellent problem solver and make sound decisions in high-pressure situations. You can analyze data, identify trends, and develop strategies to proactively address challenges and opportunities.You’re a leader who inspires and motivates their team, fostering a positive and inclusive work environment. You recruit, train, and develop support professionals, providing guidance and mentorship to help them succeed.You’re an exceptional communicator and are proficient in working with distributed teams.You thrive in a dynamic and fast-paced startup environment, demonstrating adaptability, resilience, and the ability to handle multiple priorities and deadlines simultaneously.You’re passionate about advocating for customers' needs and interests while balancing business requirements. You prioritize customer satisfaction, empathize with customer concerns, and drive initiatives to enhance the overall customer experience.Ideally, you have previous B2B SaaS experience, too.About OpenPhone
The all-in-one business phone for teams.Company Size:
51 - 250 PeopleYear Founded:
2018Country:
United StatesCompany Status:
Actively Hiring
#J-18808-Ljbffr
OpenPhone United StatesDate Posted: 02 Aug, 2023Work Location: San Francisco, United StatesSalary Offered: Not SpecifiedJob Type: Full TimeExperience Required: 6+ yearsRemote Work: YesStock Options: NoVacancies: 1 availableAbout the role:As our Head of Support, you’ll be on the forefront of delighting our customers. You’ll be responsible for hiring, coaching and developing a team of experienced support professionals in a fast-paced and rapidly changing environment. You’ll oversee all aspects of Customer Support at OpenPhone including our Porting and Trust & Safety teams and collaborate closely with our Product and Engineering teams to continuously improve the overall customer experience.Some of the things you’ll do:Lead OpenPhone’s Support team with a strong focus on customer satisfaction, setting performance goals, providing guidance, and fostering a positive and collaborative work environment.Hire, develop, and grow a team of best-in-class talent around the world who share core values and common goals.Team up with outsourcing partners where appropriate while maintaining our high bar for excellence.Work closely with Product and Engineering teams to prioritize key product investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of issues.Develop and oversee Support Operations and infrastructure, scaling in a cost-effective manner while providing quality customer care and compliance with guidelines and processes.Work closely with the leadership team for cross-functional alignment and serve as the primary escalation point for support questions or issues while working across Sales and Success, Product Management, and Engineering to ensure successful customer outcomes.Work closely with the Trust & Safety Lead on developing and implementing strategies to prevent, detect, and mitigate any instances of carrier fraud and potential risks.About you:You have 7+ years of experience building and managing high-performing technical support teams in a multi-channel environment, including managing managers.You have experience in live channel support, including chat-based and phone support.You’re an excellent problem solver and make sound decisions in high-pressure situations. You can analyze data, identify trends, and develop strategies to proactively address challenges and opportunities.You’re a leader who inspires and motivates their team, fostering a positive and inclusive work environment. You recruit, train, and develop support professionals, providing guidance and mentorship to help them succeed.You’re an exceptional communicator and are proficient in working with distributed teams.You thrive in a dynamic and fast-paced startup environment, demonstrating adaptability, resilience, and the ability to handle multiple priorities and deadlines simultaneously.You’re passionate about advocating for customers' needs and interests while balancing business requirements. You prioritize customer satisfaction, empathize with customer concerns, and drive initiatives to enhance the overall customer experience.Ideally, you have previous B2B SaaS experience, too.About OpenPhone
The all-in-one business phone for teams.Company Size:
51 - 250 PeopleYear Founded:
2018Country:
United StatesCompany Status:
Actively Hiring
#J-18808-Ljbffr