The Head of Customer Service will lead our customer service department and ensure our customer support operations exceed our customers’ expectations. The successful candidate will be an experienced leader, well-versed in the technical aspects of customer service platforms, particularly Zendesk, and skilled in data analysis to drive service improvements.

Responsibilities

• Oversee the daily operations of the customer service department, ensuring a high standard of service delivery.

• Develop and implement customer service policies and procedures to maximize customer satisfaction.

• Manage and scale our use of Zendesk, optimizing workflows, automating processes, and ensuring the support team is fully trained on the platform.

• Analyze customer service metrics and feedback to identify trends and insights, reporting findings to senior management and using data to inform strategic decisions.

• Lead and train the customer service team; including hiring, onboarding, and professional development.

• Work cross-functionally with the product and engineering teams to address technical issues affecting customer satisfaction.

• Establish and monitor performance metrics for the service team, setting objectives that align with the company’s business goals.

• Address complex customer service issues that are escalated by team members.

• Minimum of 5 years of experience in customer service leadership roles, preferably in a technology-focused environment

• Proven expertise in Zendesk

• Strong background in data analysis with the ability to interpret and leverage customer data to improve service delivery

• Excellent leadership and team management skills, with a track record of motivating staff to achieve excellence

• Outstanding communication and interpersonal abilities

• A customer-oriented mindset with a proactive approach to problem-solving

• Experience in creating and delivering training programs

• Ability to work effectively in a fast-paced, dynamic environment

The recruitment process for the Revenue Operations Manager position involves five steps:

1. Manager Interview: An initial interview with the hiring manager to assess your experience and suitability for the role

2. Business Case Assignment: You will be given a business case to work on, showcasing your analytical and strategic thinking skills

3. Meeting with the COO: An in-depth discussion with the Chief Operating Officer to understand your approach to operations and management

4. Final Interview with the CEO: The concluding interview with the CEO, focusing on vision alignment and cultural fit within the company