Job Overview:
As the Head of Support, you will play a critical role in driving customer satisfaction and loyalty, which are vital to our success. You will lead a team of 10-15 support professionals, overseeing all aspects of support operations, serving customers as well as multiple partners (carriers & software editors). This includes strategy development, process optimisation, team management, and direct interaction with our customers and partners to address complex issues. Your leadership will ensure our support team exceeds customer expectations, contributing to our overall growth and success.
Key Responsibilities:
- Develop and implement customer and partner support strategies that align with our business goals and ensure a seamless customer experience.
- Manage and lead the support team, setting clear objectives, conducting performance reviews, and fostering professional development.
- Analyse support metrics (e.g., response times, resolution rates, typical questions) to identify trends, make data-driven decisions, and report on performance.
- Establish and maintain high standards of customer service, and ensure the team adheres to them.
- Ensure the team is adequately equipped and trained to handle the volume and complexity of customer support inquiries. Develop training plans with our enablement team and tooling development with Product & Engineering
- Work closely with the Product and Engineering teams to identify, report, and resolve product issues or trends flagged by customers.
- Stay at the forefront of support industry to leverage all best practices and make support at Shippeo a key differentiator - e.g. implement AI-based support automations, etc.
- Handle complex customer inquiries or complaints, providing solutions that enhance customer satisfaction. Collaborate with sales team and participate when needed to discussions with prospects to present our support model and SLAs
- Develop and maintain a comprehensive knowledge base and self-service options to empower customers.
- Participate in cross-functional teams to improve product development, marketing strategies, and customer success outcomes based on customer feedback.
- Bachelor’s degree in Business, Marketing, or a related field. A Master's degree is a plus.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership role, preferably in a B2B SaaS environment.
- Proven track record of managing and scaling customer support teams, ideally 24/7 organisation
- Strong analytical skills to evaluate performance metrics and make data-driven decisions.
- Exceptional interpersonal and communication skills, with the ability to interact effectively with all levels of the organization and with customers.
- In-depth knowledge of customer support software, databases, and tools.
- A first experience implementing AI-based support automation, especially leveraging GenAI, is a strong plus.
- Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.
- Demonstrated ability to lead, motivate, and develop a high-performing team.
Recruitment Process :
- Preliminary call with our Talent Acquisition Manager
- 1st interview with the Hiring Manager
- Business Case
- Final Interview
We are looking for talents who share our values:
- 🚀 Ambition
- 💙 Care
- 🎯 Deliver
- 🤝 Collaboration
Find out more about our values in Our Culture Book
If you identify with our values and enjoy working in a fast-paced and international environment, Shippeo is just the place for you!
We are committed to fostering diversity and inclusion within our workplace as we value the unique perspectives and experiences that individuals from all backgrounds bring to our team. We are dedicated to providing equal employment opportunities to all candidates, regardless of their background or abilities, and our commitment to inclusion is reflected in our policies, practices, and workplace culture.
We understand that candidates may have unique needs or questions related to disability inclusion. To facilitate this, you can reach our dedicated Disability Advisor at [email protected] with any inquiries or requests for accommodations during the application process.
