Head of Customer Support

Clever•San Francisco, CA

4d•$133,000 - $173,000

About The Position

Clever is on a mission to connect every student, worldwide, to a world of learning. With our identity platform for education, we serve 77% of U.S. schools and over 1 million K12 students internationally. As a trusted partner for schools and educators, we provide secure, seamless access to digital learning tools that empower students everywhere. Clever, a Kahoot! Company, is headquartered in San Francisco, CA, but our impact extends far beyond. Learn more about us at www.clever.com . Customer experience is at the heart of Clever. We’ve built a world-class support team with smart, ambitious, and diverse talent. Now we are looking for an extraordinary leader to develop a long-term vision for the team and build the next generation of Clever Support. As the Head of Customer Support, reporting to the Director of Customer Support & Services you will be responsible for hiring, developing, and retaining a high-performing, diverse team to provide exceptional technical support to our school districts and application partners. Successful candidates will have a strong leadership background, experience leading technical and product-focused teams, and be an effective cross-functional partner. We are looking for a leader that embodies an entrepreneurial spirit with a proven track record of driving change and taking intelligent risks to improve the customer experience. The perfect candidate will be an inspirational people leader, strong communicator, customer-centric, and excited by the opportunity to work in a mission-driven, fast-paced environment, actively developing and refining the team strategy with a data-driven approach.

Requirements

3+ years of experience in a technical support leadership or management role, overseeing a Support team
Minimum of 5+ years of total experience in technical support preferably in a B2B SaaS or EdTech
People leader, able to inspire and motivate teams to achieve great results
Results-oriented and know how to prioritize to maximize team impact
Build structures for scale, creating and iterating processes to delight customers while accelerating the efficiency of your team
Excellent and effective communicator, both written and verbal, and have a demonstrated ability to communicate and present to customers
Business leader, able to balance the needs of the team, customers, and business to make effective decisions and achieve the best possible outcomes
Strong collaborator, able to work effectively with stakeholders across the company and navigate conflicting priorities amicably
Data driven, able to analyze quantitative and qualitative inputs to identify trends and solve problems
Remain flexible in a fast-paced environment, and effectively drive change in a growing team
Experience in developing, reporting, and driving metrics-based results such as, CSAT, SLA adherence, Resolution Time, Call Acceptance Rate, Schedule Adherence, NPS and other KPIs
Commitment to equity and belonging: Clever believes that the classrooms we serve and our company’s halls should be spaces that are diverse, equitable and inclusive. We seek opportunities and celebrate actions that further allow us to build diverse teams, include every voice, and create a safe space for everyone to bring their authentic selves into the workplace

Responsibilities

Lead a team of Support Managers, responsible for 25+ Support Specialists across the US, and a team of Quality Assurance Specialists, responsible for ensuring a best-in-class customer experience on every support case
Coach, mentor, and guide team members to deliver delightful customer support
Inspire and motivate team members, helping them grow their impact and promoting their career growth. Foster a sense of pride and loyalty in the team, and nurture a strong and motivating team culture
Empower all Support Specialists to effectively troubleshoot and resolve issues for our customers through resourcing, training, and coaching
Develop effective and collaborative working relationships with a variety of leaders and teams across the company
Analyze data to identify key trends in customer feedback, and drive improvements to improve the customer experience
Be accountable for key team success metrics
Become an expert on the Clever platform, serving as the voice of the customer and working with cross-functional partners to improve Clever product offerings
Participate in customer meetings to resolve escalations when necessary to strengthen customer relationships

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