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Head of Technical Customer Support

2 months ago

Austin, United States ROLLER Full time
Job DescriptionJob DescriptionAbout ROLLER

ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we're here to bring some excitement to the leisure and attractions industry and make a difference Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships and digital waiver processes.

But here's the best part: our team. We're a group of 150+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We're aiming high and believe that the possibilities are endless. As we continue to grow globally, we're excited to write our success story and have fun along the way.

We genuinely love what we do, and we're looking for like-minded people to join us on this amazing journey. If you're ready to be part of a dynamic team and make a real impact, come aboard, and let's create some unforgettable experiences together at ROLLER

About the Role

We are seeking an entrepreneurial, innovative, experienced, strategic, and highly effective leader to join our team as Head of Customer Support. As a key leader in our organization, you will spearhead our industry-leading support initiatives.

The ideal candidate will have a strong background in support operations, with a focus on designing and implementing effective processes tailored to address a spectrum of customer queries, both technical and non-technical. With a minimum of 10 years of hands-on experience in the support domain, including at least 5 years in a leadership capacity, the successful candidate will play a critical role in overseeing and optimizing global support organizations.

As the Head of Customer Support, you will be entrusted with shaping and executing high-impact strategies, ensuring a seamless and responsive support framework that aligns with the company's goals. Your role will be instrumental in maintaining the highest standards of customer satisfaction and driving operational excellence across our support ecosystem.

What You'll Do
  • Strategic Leadership: Develop and execute a strategic vision for the customer support organization, aligning with the overall company objectives.
  • Process Design: Design and implement efficient and scalable processes to address technical and non-technical customer support inquiries.
  • Mission Critical Application Support: Experience designing support operations and processes for a mission critical application or customer in crisis scenarios.
  • Diagnostic Frameworks: Create diagnostic frameworks to streamline issue resolution, ensuring a systematic approach to problem-solving.
  • Knowledge Base Development: Build and maintain a comprehensive knowledge base, including internal and external support articles, to empower customers and support teams.
  • Ticket Deflection Strategies: Develop and implement ticket deflection strategies to reduce support ticket volume and increase operational efficiency.
  • Customer Experience Optimization: Drive initiatives to enhance the overall customer experience through effective support operations.
  • Cross-Functional Collaboration: Collaborate with other departments to ensure a seamless flow of information and feedback, contributing to continuous improvement.
  • Product Alignment: Establish a process with the Product Organization to provide feedback via support tickets to be incorporated into the product roadmap, and develop support training programs and processes to align to product releases.

About You

You are an entrepreneurial and innovative leader with a proven track record of success in support operations. With a minimum of 10 years of support experience, including at least 5 years in a leadership role overseeing global support organizations, you bring a wealth of knowledge to the table. Your strategic mindset allows you to develop and execute a vision for the customer support organization that aligns seamlessly with the overall company objectives. Your expertise lies in designing and implementing efficient processes to address both technical and non-technical customer queries, ensuring a systematic approach to problem-solving through diagnostic frameworks. You have experience supporting a mission critical product that requires 24x7 support with omni channel support. You have also deployed ticket deflection strategies including partnering with a customer learning and enablement organization and designing a customer community and knowledge base. Ideally, you have seen great and have built a world class support team in a hyper growth organization.

  • You bring 10+ years of customer support experience.
  • 5+ years in a people leadership role overseeing global support organizations.
  • Proven track record of designing and implementing support processes.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Experience in developing knowledge bases and support articles.
  • Familiarity with ticket deflection strategies and support efficiency initiatives.

Perks
  • You'll get to work on a category-leading product that customers love in a fun, high-growth industry Check our Capterra and G2 reviews.
  • 401(k) plan
  • Health Insurance
  • 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate)
  • Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns...you name it. We're willing to make it happen
  • Team Member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
  • 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do
  • Individual learning & development budget plus genuine career growth opportunities as we continue to expand

What You Can Expect
  1. Initial call with our Talent Acquisition Manager
    You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
  2. Interview with the Hiring Manager
    You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
  3. Loop Interviews
    This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for
  4. Offer
    If all lights are green and the fit feel right, we'll conduct reference checks and you'll receive an offer to join