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.
- Ensure exceptional customer experiences by maintaining high service standards and responsiveness.
- Implement customer feedback mechanisms, analyze data, and drive improvements based on customer insights.
- 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).
- 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.
- 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.
- 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.
- 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.