Head of Customer Support

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 goal is to understand customers' business objectives and evolving KPIs and provide them with the most value. The role involves hiring and mentoring a high-performing customer support team, providing feedback and training, resolving customer issues, defining a documentation strategy, managing key performance metrics, analyzing customer data, optimizing the tech stack, establishing a product feedback loop, and championing the Voice of the Customer.

• 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 continuous education
• 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 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 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 work closely with engineering to triage, prioritize, and resolve customer issues
• Ability to define a documentation strategy to help 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
• Ability to collect and analyze customer data to improve customer service and outcomes
• Ability to optimize the tech stack to ensure proper workflows and best practices
• Ability to work cross-functionally to establish and optimize a clear product feedback loop
• Ability to analyze key metrics, reports, and performance indicators to identify areas of focus and necessary improvements
• Ability to champion the Voice of the Customer by managing NPS, customer insights/themes, and feedback with relevant teams.

• 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