We are seeking a dynamic and experienced Customer/Support Engineering Lead to join our Customer Support team. This strategic role involves overseeing the delivery of exceptional support to our clients, driving continuous improvement, and ensuring alignment with our company's overall goals and values. The ideal candidate will have a strong background in customer support management, excellent leadership skills, and a passion for enhancing the customer journey.
What you’ll do:
Leadership & Strategy:
- Develop and execute the strategic vision for the Support department to drive customer satisfaction and retention.
- Lead, mentor, and manage a diverse team of support professionals, fostering a culture of excellence, collaboration, and accountability.
- Establish performance metrics and KPIs to monitor team performance, customer satisfaction, and delivery.
Customer Experience Management:
- Oversee the design and implementation of customer support processes and workflows to ensure high-quality delivery.
- Collaborate with cross-functional teams to address and resolve complex customer issues and ensure a seamless customer experience.
Operational Excellence:
- Develop and manage budgets for the Support department, ensuring optimal resource allocation and cost efficiency.
- Implement and maintain support tools, technologies, and systems to enhance operational efficiency and quality.
Training & Development:
- Create and deliver training programs and resources to enhance team skills, knowledge, and performance.
- Foster a learning environment and support professional development opportunities for team members.
Customer Advocacy:
- Act as a customer advocate within the company, ensuring that customer needs and concerns are communicated and addressed effectively.
- Develop and maintain strong relationships with key clients, stakeholders, and partners to enhance customer loyalty and retention.
- Shape best practices and company culture as we grow.
What we look for:
Education & Experience:
- Minimum of 8-10 years of experience in customer support management, with at least 3-5 years in a leadership role.
- Proven track record in a leadership role successfully managing and scaling support operations, preferably in a B2B SaaS and in a fast-paced environment.
Skills & Competencies:
- Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
- Excellent communication, interpersonal, and problem-solving skills.
- Deep understanding of customer support best practices, tools, and technologies.
- Hands-on technical skills with Python programming for scripting, automation, and troubleshooting.
- Excellent analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues quickly.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Strong organizational skills and the ability to manage multiple priorities and projects simultaneously.
- Previous experience in a fast-paced startup environment.
- Previous experience in ML/AI focused support is a plus.
What you can expect from us:
This is a hybrid position based in San Jose, California.
The estimated annual base salary for this position is between $220,000 - $260,000.
At Coactive, cash salary is only one part of our total compensation package. Other benefits for this position include, but are not limited to:
- Equity grants
- 100% medical, dental, & vision coverage for you
- Medical, dental, & vision partially covered for your dependents
- Unlimited PTO
- Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart.
Further, you can expect a supportive work environment from us. We build products, but we develop people.
We embrace and celebrate the diversity of our employees. We are committed to equal employment opportunity, regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
*Actual pay is dependent on an individual candidate’s professional background, experience, skills and qualifications, as well as market demand and business demands. This pay range is subject to change and may be modified in the future. The salary, other compensation, and benefits information is accurate as of the date of this posting.
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