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Head of Customer Support Team

2 months ago

Austin, Texas, United States Miro Enterprise Full time

Role Overview: As the Customer Support Team Lead, you will be responsible for building and managing a team of Customer Support Representatives and Technical Support Engineers within our dynamic organization.

Key Responsibilities:

  • Develop and mentor your team through regular one-on-one meetings, coaching sessions, and ongoing feedback.
  • Contribute to the Global Support Leadership team, playing a vital role in the overall success of the Customer Support department.
  • Become an expert user of Miro's products and internal systems to effectively assist your team.
  • Support your team members with challenging cases and escalations, ensuring high-quality customer service.
  • Collaborate across departments to align with broader business goals and initiatives.
  • Lead or engage in projects aimed at enhancing internal processes and external customer experiences.

Qualifications:

  • Bachelor's degree in technology, business, psychology, or sociology.
  • Minimum of 4 years in customer-facing roles within technology companies, with a preference for SaaS experience.
  • At least 2 years of experience in people management, overseeing a team of 5-15 individuals.
  • Exhibit a servant leadership style, focusing on the growth and success of team members.
  • Demonstrate strong problem-solving abilities and effective collaboration skills.
  • Adaptable to a fast-paced environment, with a capacity for quick learning and adjustment to evolving products.
  • Experience in cross-functional collaboration with Sales, Success, and Engineering teams.
  • Proficiency in Spanish is a plus.

Benefits:

  • Comprehensive Medical, Dental, and Vision health benefits.
  • Competitive salary and flexible time-off policies.
  • 401k matching and stock options.
  • Complimentary lunches and office snacks.
  • Engage in a culture of continuous learning that fosters professional growth through collaboration.

Join a globally distributed team that values your contributions and supports your career development.