Join our mission to provide governments with exceptional experiences so they can do the same for their communities! We are seeking a transformational leader to head the Customer Support function at Clariti.
Requirements
- Team Leadership: Lead and manage a team of customer support analysts, ensuring they are motivated, trained, and equipped to provide high-quality support to customers.
- Operational Management: Oversee day-to-day technical support operations, including ticket management, escalations, and resolution processes.
- Performance Monitoring: Monitor KPIs to measure team performance and individual productivity. Use data-driven insights to identify areas for improvement and implement corrective actions.
- Customer Satisfaction: Maintain a customer-centric approach by ensuring timely and effective responses to customer inquiries and issues. Strive to exceed customer expectations and foster positive relationships.
- Knowledge Management: Drive the adoption and continuous improvement of KCS practices within the support team. Facilitate the creation, validation, and maintenance of knowledge base articles to enable self-service and improve first contact resolution rates.
- Collaboration: Work closely with cross-functional teams, including product, development, account management, and partnerships, to advocate for customer needs and contribute to product improvements.
- Training and Development: Provide coaching, mentoring, and training to support engineers on technical skills, customer service best practices, and KCS methodologies.
- Quality Assurance: Conduct regular reviews and audits of support interactions to ensure adherence to quality standards and consistency in service delivery.
- Reporting and Analysis: Prepare and present regular reports on support team performance, customer feedback, and operational metrics to senior management.
- Incident Management: Lead the resolution of critical, time-sensitive production outages, ensuring rapid incident closure while reinforcing customer trust through a world-class support experience.
- Root Cause Analysis: Oversee comprehensive post-incident reviews and drive continuous improvement initiatives across the Customer Support organization to minimize recurrence and enhance service reliability.
- Cross-Functional Collaboration: Partner with teams across Sales, Professional Services, Customer Success, and other customer-facing functions to address blockers affecting product adoption and account expansion.
- Proactive Escalation Prevention: Collaborate with both technical and non-technical stakeholders to prevent potential escalations by ensuring timely alignment of the appropriate resources to customer-impacting activities.
- Product and Engineering Partnership: Work closely with product management and engineering teams to escalate and resolve product issues, advocate for customer-driven feature requests, and accelerate defect remediation as needed.
- Unified Customer Experience: Champion a seamless, unified incident response experience by aligning efforts across functions, ensuring customers perceive Clariti as a cohesive and integrated team
Benefits
- Competitive compensation package
- Well-deserved time off
- Benefits to keep you and your family healthy
