Head of Professional Services – Customer Support

🕒 Julho 30

🌐 Canadá, Brasil, +3 outros países – Remoto

🇨🇦 Canadá – Remoto 🇧🇷 Brasil – Remoto 🇲🇽 México – Remoto 🇨🇴 Colômbia – Remoto 🇵🇪 Peru – Remoto

⏰ Tempo Integral

🔴 Especialista

💝 Suporte ao Cliente

👻 Score fantasma 13%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Rockstar

SiteLinkedInTodas as Vagas

1 - 10 funcionários

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

Rockstar é uma empresa de recrutamento full service que combina expertise humana e inteligência artificial (IA) para ajudar empresas a contratar melhor e mais rápido, com menor custo. Ela oferece um serviço de recrutamento completo por menos de US$ 1. 500 por vaga, dando acesso a um grande banco de talentos, avaliações de candidatos rápidas e eficientes e triagem humana. Sua IA proprietária permite revisar milhares de candidaturas para fazer o matching rápido entre candidatos e descrições de vaga, enquanto entrevistas de triagem personalizadas são conduzidas por recrutadores nos EUA, no Reino Unido ou na Austrália. A Rockstar apoia contratações em uma ampla gama de funções profissionais, incluindo: • Vendas • Marketing • Estratégia • Produto • Operações de Negócios • Analytics • Ciência de Dados • Desenvolvimento de Software • Infraestrutura • Finanças • Contabilidade Essa abordagem flexível permite que as empresas conheçam candidatos fortes sem compromissos de longo prazo, tornando-se uma solução com ótimo custo-benefício para equipes de todos os tamanhos.

Descrição

• Leads, coaches, and develops a team of 6 across support and professional services – running 1:1s, team meetings, and performance management. • Drives the ongoing restructuring of the team for efficiency, including redefining roles, workflows, and day-to-day responsibilities. Supports team members through these transitions with clear communication and hands-on guidance. • Builds systems for workload management, prioritization, and accountability that scale as the team evolves. • Creates clarity from ambiguity: translates competing stakeholder needs into well-defined priorities and execution plans the team can act on. • Brings hands-on proficiency with SQL and relational databases (PostgreSQL preferred) to support, troubleshoot, and mentor the team on complex data issues. • Understands how database-driven workflows underpin the company's support operations – from data imports and migrations to query-based investigations and bulk updates. • Serves as a technical escalation point for Tier 3 issues involving database integrity, schema inconsistencies, API integrations, and GIS data workflows. • Bridges the gap between the support team and Engineering by providing detailed technical context on bugs and systemic issues originating in the data layer. • This is not a nice-to-have. The company expects this person to fundamentally rethink how the team operates using AI and automation. • Identifies and implements AI-driven solutions across the support function – automated customer responses, AI-assisted triage, knowledge base generation, proactive outreach, and self-service tools. • Evaluates and deploys AI tools (e.g., Zendesk AI, ChatGPT/Claude integrations, custom workflows) to reduce manual effort and accelerate resolution times. • Builds toward a future-state vision where AI handles a significant share of routine support volume, freeing the team for higher-value work. • Stays current on AI capabilities relevant to support operations and continuously pushes the team to adopt smarter ways of working. • Manages competing priorities across internal teams (Customer Success, Services, Sales) and external stakeholders (customers, reseller partners) with diplomacy and decisiveness. • Owns the support and PS backlog: triages, prioritizes, and communicates status clearly to all stakeholders. • Brings a service-minded attitude paired with the confidence to set boundaries, push back when needed, and communicate trade-offs effectively. • Represents the voice of the customer in cross-functional discussions while balancing operational reality. • Owns and improves support processes including ticketing workflows, SLAs, escalation paths, and documentation. • Optimizes the current multi-system environment (Zendesk + HubSpot) – Zendesk expertise is strongly preferred. • Tracks and reports on key metrics (resolution times, CSAT, backlog health, team utilization) to drive data-informed decisions. • Identifies inefficiencies and leads rapid-cycle improvements that make the team measurably more productive. • Ensures timely, high-quality, empathetic customer support across all channels. • Collaborates with Product, Engineering, Customer Success, and GIS Consulting to resolve complex issues and improve the end-to-end customer journey. • Supports customer onboarding, training, and data workflows as needed, including GIS data preparation and review.

🎯 Requisitos

• 5+ years in technical support, solutions engineering, professional services, or application support. • 2+ years managing or leading a team, with demonstrated experience coaching through organizational change. • Proficient in SQL with hands-on experience working with relational databases (PostgreSQL, MySQL, or similar). Comfortable writing queries, diagnosing data issues, and mentoring others on database fundamentals. • Strong AI literacy – actively uses AI tools in their work today and has a point of view on how AI transforms support operations. Experience implementing AI-driven workflows is a significant plus. • Experience with Zendesk (strongly preferred) and familiarity with multi-system support environments (e.g., HubSpot, Jira). • Excellent stakeholder management skills – able to navigate competing priorities, create clarity from ambiguity, and communicate trade-offs with both internal teams and external partners. • Strong organizational and prioritization skills with a bias toward action and rapid iteration. • Clear, confident communicator (English) who can translate technical complexity for non-technical audiences and deliver difficult messages with empathy and professionalism. • Comfort working with GIS data formats and tools (Shapefiles, GeoJSON, QGIS) or strong willingness to learn.