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Head Of Support Jobs
Company | OpenPhone |
Address | Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-08-24 |
Posted at | 9 months ago |
For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why—despite the huge leaps we've taken in design and usability—does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.
- 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.
- 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.
- Team up with outsourcing partners where appropriate while maintaining our high bar for excellence
- 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.
- Hire, develop, and grow a team of best-in-class talent around the world who share core values and common goals
- Develop and oversee Support Operations and infrastructure, scaling in a cost-effective manner while providing quality customer care and compliance with guidelines and processes.
- 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.
- 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.
- 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 have experience in live channel support, including chat-based and phone support.
- You have 7+ years of experience building and managing high-performing technical support teams in a multi-channel environment, including managing managers.
- You thrive in a dynamic and fast-paced startup environment, demonstrating adaptability, resilience, and the ability to handle multiple priorities and deadlines simultaneously.
- Ideally, you have previous B2B SaaS experience, too.
- 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.
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