Head of Technical Support

at  nooks

WHAT IS NOOKS?

Nooks is a platform transforming sales reps from manual laborers to scientists. With today’s technology, sales reps shouldn’t need to manually write hundreds of emails, research hundreds of websites/LinkedIns, and make hundreds of dials. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation, and real-time collaboration, Nooks can do the rest.

THE PROBLEM WE SOLVE

Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR’s in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams).

In their day-to-day, SDR/BDRs spend time on 3 main activities:

• Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
• Email & LinkedIn messaging - writing messages to those prospects to convey the problem and pitch your product. The goal is for them to book a demo.
• Calling - live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved.

Much of the sales rep’s job can be automated with today’s technology: large language models, web scraping, automation, integrations, and more!

REQUIREMENTS

• 6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
• 3+ years of experience leading and scaling a support team for a rapidly changing SaaS tool at a high-growth, early-stage startup
• Proven experience in building a technical support team, with a concrete track record of driving performance and achieving customer satisfaction goals
• Deep experience in API troubleshooting
• Deep experience with advanced troubleshooting, critical thinking, and problem-solving
• Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success
• Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and senior leaders

PREFERRED EXPERIENCE

• Technical experience with tools such as Salesforce, HubSpot, Outreach, and Salesloft
• Experience in Windows or Mac administration
• Experience with telephony, VoIP, and network troubleshooting

• Team Leadership & Management
• Recruit, onboard, and develop a high-performing technical support team.
• Set performance objectives, provide ongoing feedback, conduct performance reviews, and support career development.
• Foster a collaborative and positive team environment to drive engagement and productivity.
• Operations
• Manage day-to-day operations, ensuring high-quality service delivery.
• Establish and monitor performance metrics, ensuring the team meets or exceeds SLAs and KPIs.
• Implement and refine processes and tools to improve efficiency, response times, and customer delight.
• Customer Interaction & Issue Resolution
• Master Nooks products and integrated technologies to provide expert support to customers and colleagues.
• Handle complex and escalated customer issues, providing effective solutions and maintaining high satisfaction levels.
• Develop protocols for managing critical issues and high-priority cases.
• Process Improvement & Strategy
• Monitor customer feedback and analyze support metrics to identify trends, bottlenecks, and opportunities for improvement.
• Collaborate with product and engineering teams to address recurring issues and enhance the product.
• Develop and maintain comprehensive support documentation, including FAQs and troubleshooting guides.
• Training & Development
• Design and implement enablement programs to ensure the team is knowledgeable about our products and related technologies.
• Promote continuous learning within the team.
• Reporting & Analysis
• Track KPIs and share regular reports on team performance, support metrics, and improvement initiatives.
• Use data-driven insights to inform decision-making and drive continuous improvement.