Head of Customer Support
Zipline
This job is no longer accepting applications
See open jobs at Zipline.See open jobs similar to "Head of Customer Support" Techstars.About Zipline
About You and The Role
We are looking for a unique leader seeking a chance to plan, build and scale a world-class customer support team. Zipline is set to experience significant growth in the United States as we deploy our next-generation instant logistics platform. In this role you will play a key part in shaping Zipline’s overall customer experience for our first U.S. markets and beyond. We are looking for someone who can pair their customer support/service experience and industry knowledge with the passion to help design and build our new team, tools and processes from the ground-up. Success will require attention to detail, flexibility, enthusiasm for working with others and driving continuous improvement. This role reports to the Head of U.S. Operations.
What You'll Do
- Hire, train and lead a customer support team responsible for ensuring an excellent experience for both our business partners and customer end users
- Resolve inbound issues via call, chat, email, etc. through either immediate resolution based on the SOPs you’ve developed or through ticket issuance and follow-up with cross-functional teams
- Evaluate and deliver a customer support approach that is firstly AI and autonomy driven for scale, while still allowing for high personal interaction as needed
- Collaborate with our Customer Success, Customer Apps and Program Management teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows
- Leverage your Customer Support industry knowledge to evaluate and recommend relevant vendors to integrate into our systems
- Create and deliver on-boarding training material to our business partners that enables them to successfully operate our P2 system and train their employees with minimal friction
- Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Operations, etc.
What You'll Bring
- 8+ years of experience in customer-facing communications, customer support/service or contact center management, with 5+ years of experience directly leading a customer support, service or care team of more than 5 people
- Forward thinking mindset; experience in leveraging new technology to augment live customer support
- History of using data to drive improvements in customer experience, product quality or operational efficiency
- Experience implementing new customer support software and CRM tools from scratch is a plus
- Ability to travel ~40% of time in the first 6-12 months with less travel after that period
- Eligible to work in U.S.
What Else You Need to Know
This job is no longer accepting applications
See open jobs at Zipline.See open jobs similar to "Head of Customer Support" Techstars.