People who create typeforms are getting more data. How? By making it conversational—and getting closer to their audience.
In Customer Success, we support
people to build the best typeforms they possibly can. That helps them
make progress, and means they stick around for longer.
Do you see support tickets, or people? Do you anticipate, empathize, and inspire?
We’re looking for a Head of Support to help people who use Typeform to get to value quickly and achieve their goals.
Here’s what Christine Werner, our Director of Customer Success has to say:
We’re looking for a SaaS support guru. A highly
analytical and customer-oriented person that will be responsible to
guide the Customer Support Team in order to guarantee the expectations
of our customers and reach business objectives. Someone who has proven experience driving operational excellence, innovation, and developing a highly engaged team.
You are someone who is passionate
about delivering best in class support experiences while looking for
early trends and insights into why and when customers ask for help so we
can anticipate needs and proactively solve them.
If you’re meticulous in your quest to
personalize support, able to anticipate someone’s needs before they
even come up, and carry an empathy torch the size of the Olympic
cauldron, we’d love to hear from you.
The Role
Here’s what you’ll do:
Operational & Performance Mgmt:
- Workforce Mgmt - Work closely with Operations to ensure staffing and schedules align to forecasted ticket volumes
- Review and improvise existing policies to scale up on existing quality standards
- Establish
formal service level agreements for commitments to internal and external
stakeholders, and iteratively improve upon delivery standards
- Deliver a consistent ticket handling process to support the metrics that matter
- Monitoring
team performance, productivity and service levels on an ongoing basis,
conducting regular feedback and coaching sessions
- Drive a
culture of efficiency by working with Operations to adopt
tools/technology and processes that increase automation and reduce
inefficiencies
Strategy & Innovation:
- Work with
CX and other functions to reduce top ticket drivers via proactive
measures (suggesting new Help Center Content, Online Community Support
and Education etc)
- Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
- Be the
voice of the customer in the leadership team working closely with CX,
product, and marketing teams to implement insights and product
improvements to continuously improve customer experience.
- Implement strategies aimed at improving customer experience while reducing cost to serve ratio and overall tickets/customer
- Own / drive our vision for customer support across all customer channels including chat, email, and social media channels
- Identify and close the loop on product bugs, UAT gaps, and other customer impacting events
- Use data
to inform all layers of our operating processes and strategic
direction—such as the timing of customer touch points and how we ensure
consistent customer outcomes
Team development:
- Plan initiatives to empower the support team to transition into a more solutioning function
- Help the team develop OKR’s to achieve overall business goals
- Build and drive activities and mentorship that upskill the team and performance
- Working with the PoPs team, ensuring role clarity and accountability across the team at all levels
- Set clear performance guidelines and visibility to individual and team performance
- Ensure adequate product expertise across the team
You
Here’s what we're after:
- You’re fluent in English and eager to work in a multicultural, international environment
- 3+ years of experience building and leading teams that deliver exceptional customer experiences.
- Well-versed with the tools, concepts and methodologies of customer support management.
- An analytical mind and demonstrable ability to solve complex problems
- A track record of building personalised relationships with stakeholders
- Demonstrable expertise in defining SLAs and building processes to ensure adherence.
- Flair for analysis and creating insightful reports.
- Rigorous attention to detail.
- Excellent analytical abilities to grasp the key points from complicated details.
- Outstanding written and verbal communication skills.
- Excellent interpersonal, organizational, leadership and mentoring ability.
- Good negotiation and empathy skills with customer-oriented attitude.
- Demonstrated ability to hire, promote and develop support talent.
And it would be even better if you had the following (but no worries if you don’t):
- Fluency in Spanish a plus
- Experience with Online Community and Self Help/Education
- Experience using Zendesk
Think you’re a good fit? Hit apply—success might be just around the corner ;-)
*Today, more than 2.5M people
from all over the world use Typeform. We celebrate the diversity of our
customer base, and we want our employees to reflect those differences.
At Typeform, we’re committed to equal employment opportunity regardless
of race, color, ancestry, religion, sex, national origin, sexual
orientation, age, citizenship, marital status, disability, gender,
gender identity or expression, or veteran status. We strive to be a more
equal opportunity workplace.