Head of Customer Support (Remote Only - America/EMEA)

March 19

Hospitable.com

WebsiteLinkedInAll Job Openings

The leading solution for short term rental automation

11 - 50

Description

• As a Head of Customer Support, your mission will be to create a support organization that is able to handle 20x the load of today. In order to fulfill your mission, you will: - Run and own the day-to-day of our support team, over 25 people strong, across 3 teams (APAC, EU, US) and 2 major product lines (Core Saas, Direct). - As a people-first leader, coach and mentor our team. In doing so, create performance level standards focused on response times and resolution and ensure those standards are met, while striving to exceed. You will be owning all support OKRs & KPIs across the department. - Collaborate with our Principal Support Advocate - Identify and lead process improvements to drive a consistent, scalable, and process-driven approach to Support; personally seek out opportunities to leverage automation, content and tooling to ensure a scalable model. - Direct and oversee all aspects of an organization's customer support policies, objectives, and initiatives (including adding new channels of support such as phone support), and ensure those are consistently applied across our support organization. - Participate in managing customer escalations and engage with those customers to triage their issues via tickets and video conferencing. - Craft and manage the support team spending with ongoing analysis; Forecast hiring needs and be the hiring manager for all necessary talent for a successful support team. - Stay up to date in the industry and monitor new trends, opportunities, technology, and methods for providing world-class customer support. - Report to the CEO, and provide the Support team's input in all company initiatives.

Requirements

• To be successful, you will be an innovative problem solver who is dependable, committed, and passionate about customer support. • Experience in a Leadership role within an online customer support environment, preferably SaaS-based. • Experience with change management and implementation. • Knowing that Jenn's favorite color is teal. • An analytical nature with a high expectation of standards of work. • Experience reporting data, providing analyses, and measuring improvement.

Benefits

• The total cost of employment for this role is within $158,184.00 — $175,760.00 depending on the cost of living in your location. We can hire talent internationally as contractors – or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes out of this budget to determine your gross compensation. • We also offer an extra incentive into our equity with RSUs through our $HOST token, with a grant amount of $79,092.00 (not tied to location). • For US employees: healthcare (including EPO, PPO and HSA), 401(k). • 35 days off per year, encouraged (including self-serve public holidays) and parental leave. • Mental health and emotional support with therapists on call through Slack. • Recognized on Inc.’s list of Best Workplaces for 2023