Head of Customer Support

The Customer Success Manager at Ampla is responsible for cultivating and growing the existing client base of the company. They will act as the key point of contact for some of the fastest-growing, most innovative brands in the consumer goods industry. The role involves coordinating with customers' founders and C-suite, as well as internal teams, to ensure customer adoption, satisfaction, retention, and expansion. The Customer Success Manager will also be responsible for maximizing account revenue through cross-sell and upsell opportunities.

• Hire and mentor a high performing customer support team focused on increasing customer satisfaction and reducing response times
• Provide feedback, coaching, and training to the team to foster a continuous education environment
• Work closely with engineering to triage, prioritize, and resolve customer issues
• Define a documentation strategy to help deflect tickets by providing how-tos for frequently asked questions
• Develop, monitor, and manage key performance metrics and set SLAs by severity and segment
• Collect and analyze customer data to improve customer service and outcomes
• Optimize the tech stack to ensure proper workflows and best practices
• Work cross-functionally to establish and optimize a clear product feedback loop that helps analyze and consolidate customer asks
• Analyze key metrics, daily, weekly, and quarterly reports, and performance indicators to identify areas of focus and necessary improvements
• Champion the Voice of the Customer by managing NPS, customer insights/themes, and feedback with relevant teams
• Bachelor's degree or relevant work experience building and managing a high-performing support organization
• A high level of attention to detail and accuracy, particularly when processing customer information
• Experience working cross-functionally to establish processes that scale, including escalation.

• Bachelor's degree or relevant work experience building and managing high performing support organization
• High level of attention to detail and accuracy, particularly when processing customer information
• Experience working cross-functionally to establish processes that scale including escalation

• Competitive base salary range of $140,000-$160,000
• 100% employer paid premiums for medical/dental/vision for employees
• 50% employer paid premiums for medical/dental/vision for dependents
• Paid parental leave
• Flexible PTO policy
• 401(k) retirement plan
• Equity packages
• Equal Opportunity Employer, no discrimination based on personal characteristics