Head of Support

Location: Fully Remote

Terms: Full-time independent contract position. Engagement can be terminated by either party with 14 days written notice.

Schedule: Flexibility to choose your working hours. We ask that your availability coincides with the US Eastern Time Zone at least 8 hours per week for global team related communications.

Responsibilities may also require that you coordinate your availability with customer, partner, and client working hours.

About the role: The Head of Support is a leadership position responsible for managing and leading the customer support department within Producers Market. This role involves overseeing customer service operations, developing support strategies, ensuring exceptional customer experiences, and fostering a customer-centric culture.

In addition, this role is also responsible for efficiently handling incoming requests from other departments and assigning them to the responsible parties. The Head of Support plays a critical role in maintaining high customer satisfaction levels, resolving customer issues, and driving continuous improvement in support processes.

Responsibilities: Customer Support Strategy

  • Develop and implement customer support strategies aligned with company objectives and customer needs.
  • Define support goals, performance metrics, and KPIs to measure the effectiveness of support initiatives.
Customer Experience Management
  • Ensure exceptional customer experiences by maintaining high service standards and responsiveness.
  • Implement customer feedback mechanisms, analyze data, and drive improvements based on customer insights.
Operational Excellence
  • Optimize support processes, workflows, and procedures to enhance efficiency and effectiveness.
  • Monitor and manage support ticket queues, response times, and resolution rates to meet service level agreements (SLAs).
Issue Resolution
  • Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
  • Collaborate with cross-functional teams to address complex customer problems and improve product or service offerings.
Training and Development
  • Provide training, coaching, and continuous learning opportunities to support staff, enhancing their product knowledge and customer service skills.
  • Conduct regular performance evaluations, set objectives, and provide constructive feedback to team members.
  • Maintain clear and proactive communication with internal and external stakeholders, keeping them informed about support activities, issue resolutions, and product updates.
  • Develop standardized responses and templates for common customer queries to ensure consistency in communication.
Data Analysis and Reporting
  • Analyze customer support data, trends, and patterns to identify areas for improvement and make data-driven decisions.
  • Prepare and present comprehensive reports on support performance, customer feedback, and key metrics to senior management.

Candidate requirements:

  • Preferred: Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
  • Multilingual skills required (English and Spanish is required, another language is a plus)
  • Proven experience in customer support or customer service management roles, with a track record of leadership and strategic management.
  • Strong understanding of customer support best practices, methodologies, and tools.
  • Exceptional communication, interpersonal, and problem-solving skills.
  • Ability to manage and motivate diverse teams, fostering a customer-focused and collaborative environment.
  • Proficiency in customer support software, CRM systems, and data analysis tools.
  • Demonstrated ability to handle challenging customer situations and resolve conflicts effectively.
  • Results-oriented mindset with a focus on continuous improvement and customer satisfaction.
  • Furthermore, the ideal candidate for this position is required to have a full understanding of the operational aspects of our platforms.