Head of Customer Support

5 months ago

Los Angeles, United States Surprise Full time

Were now looking for an experienced and detail-oriented Head of Customer Support to provide direction and leadership to all customer support agents. On a daily basis, you will continuously audit and update processes, troubleshoot technical problems, and assist our users with any and all issues.

Youll report to executive leadership and play an essential role in defining how Surprise engages with our users

**Responsibilities**

* Providing direction, leadership and effective communication to all customer support agents to ensure successful training and team development;

* Effectively and professionally handling customer service situations;

* Creating processes that optimize follow-up with customer experience and ensure satisfaction;

* Serving as an internal customer advocate and assisting in developing customer engagement strategies;

* Continuously monitoring customer support by implementing performance measurement systems;

* Being an expert on all Surprise products and services to provide the most efficient and effective customer service possible.

**Requirements**

* BA / BS in a related field;

* 5+ years of experience managing / leading customer support team(s);

* At least 2 years of experience in customer support for a gaming product;

* Ability to track success and analytics, gauge effectiveness of correspondence, and manage

* relationships;

* Strong verbal and written communication skills;

* Self-starter, results oriented, and track record of success in a fast-paced work environment.

**Benefits**

**Benefits**

* A team of extraordinary people, working hard to better themselves and further our mission;

* Competitive comp;

* Company-paid medical, dental and vision;

* And, of course, we get Surprises internally

**Interesting and challenging missions**

**Immersive International work environment**

**Highly competitive salaries, perks and benefits**

**Great vibe and energy of a high-growth tech company**

**Building a pioneering software category**

**And, of course, we use Surprise internally**

**Apply for Head of Customer Support**

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