Head of Customer Support

2 months ago

Austin, United States Really Communications, Inc. Full time

At REALLY, we're building a revolutionary, people-powered wireless network. Our mission is to inspire and empower individuals and communities to create the world's largest mobile network that prioritizes privacy and security. We believe that connectivity is a fundamental human right, and believe that with enough people using REALLY, we will end the digital divide unleashing the full potential of humanity, enabling freedom, democracy & conversation to thrive. Here, you'll be part of a team that's not just offering another mobile service but redefining how wireless networks are built and operated. We focus on providing premium plans and a customer-first experience that challenges the traditional telecommunications model.
Role Overview:
As Head of Customer Support at REALLY Wireless, you will lead a team of customer support specialists both at HQ and via our third party partnerships, ensuring they provide a world-class support experience for our customers. This is a key role responsible for driving team performance, developing support strategies, and fostering a customer-first culture within our rapidly growing organization. You'll play a critical role in shaping how we support our customers and directly impact our ability to scale efficiently.

Who You Are:

  • You're optimistic and positive. You give energy and don't take it.
  • You have humility and are never tired of learning.
  • You appreciate direct communication and don't take things personally.
  • You're resilient through constant change and high-growth, and can pivot on the fly. Our business is constantly evolving and so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You're not looking for a boring job.
  • You can embrace the chaos and execute on big ideas from scratch.
  • You are excited to tackle problems head on and the responsibility to own your piece in our success is motivating for you.
  • You want to win and be a part of a team of A players who want to do the same.
What You'll Be Doing:
  • Drive Operational Excellence: Oversee day-to-day support operations, ensuring that the team meets and exceeds key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and more.
  • Lead, Inspire, and Develop: Manage and mentor a team of customer support specialists, providing guidance and support to help them deliver the best possible customer experiences. Drive a high-performance culture by setting clear expectations, providing regular feedback, and creating growth opportunities within the team.
  • Strategic Process Improvement: Identify, design, and implement processes and policies to improve support efficiency and the overall customer experience. Use data-driven insights to refine and enhance workflows and tools, focusing on reducing friction points for customers.
  • Handle Escalations: Act as the point of contact for complex or escalated customer issues, ensuring timely and effective resolutions that align with our commitment to customer satisfaction.
  • Cross-Functional Collaboration: Partner with cross-functional teams, including Product, Marketing, and Engineering, to advocate for the customer and drive product improvements based on feedback and support interactions.
  • Training & Development: Develop and maintain training programs to ensure support specialists are equipped with up-to-date product knowledge, technical skills, and best practices in customer service.
  • Partner Management: Own the relationship with our third-party customer support team that handles lower tiered customer support tickets.
  • Performance Analytics: Leverage support metrics and data to measure team performance, identify trends, and make data-informed decisions to enhance service quality and efficiency.
What we're looking for in you:
  • Experience: 5+ years of experience managing a customer support team, preferably in a high-growth, technology-focused environment.
  • Leadership: Proven track record of building and leading high-performing support teams, with a focus on coaching, development, and team engagement.
  • Customer-Centric Mindset: A passion for delivering outstanding customer support, with a deep understanding of what drives customer satisfaction and loyalty.
  • Data-Driven: Strong analytical skills with the ability to interpret data and translate it into actionable strategies for improving team performance and customer experience.
  • Problem-Solver: Comfortable handling escalations, making critical decisions quickly, and finding creative solutions to complex problems independently.
  • Communication: Exceptional verbal and written communication skills, with an ability to articulate technical issues to both customers and internal teams effectively.
  • Tech-Savvy: Familiarity with customer support software, CRM tools, and an aptitude for learning new technologies.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for career growth and development within a dynamic and innovative company.
  • A supportive and inclusive work environment that values diversity.
  • The chance to be part of a revolutionary mission to change the way the world connects.

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