Head of Customer Support
Ampla
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Posted:
August 18, 2023
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Remote
About the position
About the Role:
The Customer Experience team at Ampla is focused on customer adoption, satisfaction, retention, and expansion. They are responsible for helping customers achieve efficient growth by engaging with them in a strategic, consultative manner. The team's main objective is to understand customers' business objectives and evolving KPIs to provide them with the most value. The role entails hiring and mentoring a high-performing customer support team, providing feedback and training, resolving customer issues, defining a documentation strategy, analyzing customer data, optimizing the tech stack, establishing a product feedback loop, and managing NPS and customer insights.
Responsibilities
- 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
Requirements
- Bachelor's degree or relevant work experience building and managing high performing support organization
- Attention to detail and accuracy, particularly when processing customer information
- Experience working cross-functionally to establish processes that scale including escalations and SLAs
- Experience setting up and optimizing customer support tools including Zendesk
- Experience using different channels to provide customer support
- Ability to hire and mentor a high performing customer support team
- Ability to provide feedback, coaching, and training to foster continuous education
- Ability to triage, prioritize, and resolve customer issues in collaboration with engineering
- Knowledge of documentation strategies to deflect tickets by providing how-tos for frequently asked questions
- Ability to develop, monitor, and manage key performance metrics and set SLAs by severity and segment
- Proficiency in collecting and analyzing customer data to improve customer service and outcomes
- Familiarity with optimizing tech stack to ensure proper workflows and best practices
- Ability to work cross-functionally to establish and optimize a clear product feedback loop
- Proficiency in analyzing key metrics, reports, and performance indicators to identify areas of focus and necessary improvements
- Ability to manage NPS, customer insights/themes, and feedback with relevant teams
Benefits
- 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