QUALIFICATIONS

• Education: Bachelor’s degree in Business, Computer Science, or a related field. Master’s degree or equivalent experience in a SaaS environment preferred.
• Experience:
• 10+ years of experience in customer support, with 5+ years in a leadership role, preferably in a SaaS environment.
• Proven track record of building and scaling high-performing support teams and delivering measurable improvements in customer satisfaction and operational efficiency.
• Skills:
• Strong understanding of SaaS product ecosystems, support metrics, and technologies.
• Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk) and data analysis tools.
• Exceptional leadership and communication skills, with experience managing distributed and cross-functional teams.
• Ability to analyze data and generate actionable insights to drive strategic decisions.

• Strategic Leadership and Vision
• Develop and execute a comprehensive strategy for the SaaS Product Support organization, aligning it with company objectives and customer needs.
• Lead initiatives to evolve support functions toward proactive and predictive customer service, including automation and AI-driven support technologies.
• Monitor industry trends and emerging technologies, integrating them into support processes to enhance customer satisfaction and operational efficiency.
• Team Leadership and Development
• Recruit, train, and mentor a high-performing product support team, fostering a culture of continuous learning and customer-centricity.
• Set clear goals and performance metrics for support teams and provide regular feedback to drive excellence.
• Lead professional development programs to upskill team members and identify future support leaders.
• Customer Support Operations and Process Improvement
• Oversee daily support operations, ensuring that teams adhere to SLAs, and customer satisfaction levels are maintained.
• Continuously assess and optimize support processes, driving initiatives that enhance efficiency, reduce ticket volume, and improve first-contact resolution.
• Implement and manage support tools (e.g., CRM, ticketing systems) to streamline workflows, improve response times, and facilitate data-driven decisions.
• Cross-Functional Collaboration
• Serve as the primary liaison between the support, product, and engineering teams to ensure alignment on product issues, improvements, and feedback.
• Collaborate with customer success, sales, and marketing teams to address customer pain points, identify up-sell opportunities, and improve overall customer experience.
• Provide product feedback and insights to guide product development and prioritize feature requests based on customer needs.
• Data-Driven Decision Making
• Establish and monitor KPIs for support performance, such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Resolution Time, and First Contact Resolution (FCR).
• Utilize data and analytics to identify trends, predict customer needs, and proactively address recurring issues.
• Generate regular reports on support performance for executive leadership, providing insights and actionable recommendations.
• Customer Advocacy and Continuous Improvement
• Champion the voice of the customer, ensuring customer feedback is integrated into the support and product development processes.
• Develop self-service resources, knowledge bases, and training materials to empower customers and reduce incoming support requests.
• Lead post-mortem reviews for major incidents, implementing preventive measures to improve customer satisfaction and reduce future issues.