Head of Support
Clipboard Health
The Head of Support role is a data-heavy, customer-centric role at Clipboard Health that offers a unique opportunity to develop and lead a growing support team. You will be responsible for delivering world class customer experience while driving operational excellence and maximizing organizational effectiveness. You will proactively identify areas of leverage, develop strategies and execute plans to improve systems and processes in order to scale the Customer Support Organization for growth. We are looking for a leader that embodies an entrepreneurial spirit with a proven track-record of leading high performing teams, along with a passion for solving customer problems.
You will be responsible for:
Leadership• Be responsible for hiring and developing a strong, high performing support team• Manage, train and develop the support team• Be accountable for key team success metrics• Exemplify our Company Values
Internal Operations• Collaborate with CBH’s cross-functional teams (Marketing, Product, Sales, Operations, Engineering, etc)• Provide data analysis and develop processes in order to maximize team members’ effectiveness• Identify improvements to our internal tools and create scalable solutions• Maintain and improve support systems, flows, and processes to deliver the highest level of customer satisfaction
Customer Operations• Develop a process to assess customer health, identify churn risks, and create playbooks for Customer Support teams• Define the CBH customer journey and develop service levels to most effectively drive customer satisfaction • Select and manage a system for tracking customer facing activities, optimizing for customer adoption
You Should Have:• Experience in hiring and building teams• Service-oriented mentality and strong customer empathy• Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders• Flexibility in a fast paced environment• Excellent organization, project management and time management skills• 5+ years managing customer facing and/or operations teams• Strong data analysis, prioritization, and problem solving skills.• Attention to detail and results oriented approach to driving success• Proven track record of implementing scalable customer-facing programs• Significant knowledge of customer support models and best practices
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