Head of Customer Support

Head of Customer Support

About the Company

Innovative fuel app for the trucking industry

Industry

Transportation / Trucking / Railroad

Type

Privately Held, VC-backed

Employees

51-200

Funding

$26-$50 million

Specialties

• trucking
• logistics
• and trucking technology

About the Role

The Company is seeking a Head of Customer Support to lead its 24 / 7 support organization, driving operational excellence, team development, and an exceptional customer experience. The successful candidate will have full ownership of the customer support function, processes, and tools, and will be responsible for scaling systems, processes, and culture across time zones. This role is pivotal in bringing the voice of the customer into product development and ensuring that user experience, feedback, and innovation are closely aligned. The ideal candidate will be customer-obsessed, with a background in leading support for payment or transaction products, and will have a proven track record of building and energizing distributed support teams.

Key responsibilities for the Head of Customer Support include communicating and collaborating with cross-functional stakeholders, delivering thorough training on product and feature updates, and continually optimizing support processes. The role requires a leader with excellent operations and systems thinking skills, who can partner with the People leadership to develop career paths for support agents and team leads. The candidate should have at least 5 years of people management experience, 7 years of experience with support and ticketing platforms, and a Bachelor's degree or higher. The company values in-person connection and is open to remote team members who can travel periodically. The Head of Customer Support will be expected to embody the company's core values, which include being customer-obsessed, making an impact, being a creative problem solver, and maintaining high standards.

Hiring Manager Title

Co-Founder / Head of Product

Travel Percent

Less than 10%

Functions