Head of Customer Support

at  Telly Inc

About Telly: Telly is reinventing the television and reimagining advertising as a FastCompany ‘Most Innovative Company’ for 2024. Join people from across the entertainment, tech, and hardware space to, not just change the channel, but build the ultimate television experience for the largest possible audience. We think the TV is an essential gathering spot. A reflection of the people that share in its smarts. A unifying hub to stay entertained, informed, fit, and connected. We call this Telly and it’s the heartbeat of your home.
If you’re all in on making the biggest innovation in TV since color, read on!
Position Summary: The Head of Customer Support is responsible for building a customer-first support organization. This role will oversee all aspects of customer support, including strategy, operations, team development, and technology. The ideal candidate is a customer-obsessed leader with a proven track record of building and scaling high-performing support teams.

QUALIFICATIONS:

• Love for customers and their experience with a product
• Strong analytical skills and ability to leverage data to drive decision-making
• Excellent communication and interpersonal skills
• Demonstrated ability to build and maintain strong relationships with customers and internal stakeholders
• Experience with customer support ticketing systems and CRM platforms
• Knowledge of customer support metrics and industry best practices
• Able to integrate technology-based solutions that improve the customer experience (AI, Chat, Self-serve portals)
• Able to help customers on weekends if needed

PREFERRED EXPERIENCE:

• Proven experience in leading and managing customer support teams
• Demonstrated ability to build and maintain strong relationships with customers and internal stakeholders
• Experience with customer support ticketing systems and CRM platforms and implementing new technologies that enhance the customer experience
• Knowledge of customer support metrics and industry best practices
• Experience with process improvement and optimization while being in a fast-paced environment
• Experience in writing customer-facing messaging
• Proficiency in data analysis and reporting tools
• Strong analytical skills and ability to leverage data to drive decision-making
• Working with technology products and tech teams to troubleshoot and resolve consumer-facing issues

• Own and optimize the customer support function: Develop and execute a customer support strategy aligned with overall business goals.
• Build and lead a high-performing team: Recruit, develop, and retain top talent within the customer support organization. Foster a culture of excellence and continuous improvement.
• Drive customer satisfaction: Implement strategies to improve customer satisfaction and loyalty, as measured by NPS and other relevant metrics.
• Optimize support operations: Oversee day-to-day operations, ensuring efficient and effective resolution of customer issues.
• Leverage technology and automation: Identify and implement technology solutions to improve customer support efficiency and effectiveness. Manage relationships with external CS vendors.
• Generate actionable insights: Utilize customer data and analytics to identify trends, opportunities, and areas for improvement.
• Collaborate with cross-functional teams: Work closely with other departments (e.g., product, marketing, sales) to ensure a seamless customer experience.
• Fix customer issues: Work with customers directly and be the customer advocate internally to ensure key customer issues are resolved and customers are updated.
• Executive reporting: Prepare weekly reports on key CX metrics and trends for the executive leadership team.