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Head of Customer Support

CloudTalk

CloudTalk

Customer Service
Prague, Czechia
Posted on Friday, January 12, 2024

🚀 Lead and transform our global Customer Support team to help CloudTalk scale to €100m ARR.
📍 Location: while we prefer Bratislava where the majority of our leadership team sits, any European location is welcome. Currently, we have offices in Prague, CZ, and Bratislava, SK.

CloudTalk is the next-generation business communication software for managing calls and messages from one place.

We help 3,000+ revenue-driving sales and support teams deliver more with greater efficiency. Scale-ups like Deel and TIER join established companies like Nokia and Mercedes in delivering exceptional customer experiences with CloudTalk.

Our globally distributed team of 150+ is growing with the support of our amazing investors (including Point Nine). Together, we are on a path to build a sustainably growing centaur. We will do that by building the #1 AI business communication platform that boosts the power of the human mind.

About the role:

Over the last 4 years, we've grown into an industry leader with customers across the globe and a wide ACV range. Our plan is to nurture our existing motions and continue growing upmarket in our ICP. We expect you to lead and continue transforming our global Customer Support organization to help CloudTalk scale to €100m ARR.

What you will work on:

  • Operational Leadership: As Head of Customer Support, you'll lead the Level 1 Customer Support Teams across multiple geographies, Carriers operation team and Number allocation team, reporting directly to VP Customer Success.
  • Adapting to Growth: You'll ensure that our customer support evolves in tandem with CloudTalk, maintaining efficiency and robustness.
  • Strategic Oversight: In this critical role, you'll develop, oversee, and enhance the mechanisms of our support function.
  • Team Development: Lead, mentor, and grow the Customer Support team, cultivating a culture of excellence and high performance.
  • Goal Setting: Establish clear objectives and KPIs for the team that align with CloudTalk's strategic goals.
  • Cross-Department Collaboration: Work closely with Product and Engineering to integrate customer feedback into product improvements.
  • Process Innovation: Develop and implement scalable support processes and tools to boost customer satisfaction and retention.
  • Metric Analysis: Regularly analyze support metrics and trends to drive continuous improvement and solution development.
  • Customer Advocacy: Be the customer's voice at the executive level, ensuring their needs and concerns are integral to our offerings and strategies.
  • Technological Integration: Evaluate and implement new technology solutions for our Help Desk system, ensuring effective integration and operational efficiency.

Who You Are:

  • Strategic Leader: You have a deep understanding of exceptional customer support and possess the strategic insight to oversee it effectively.
  • Dynamic Team Director: Skilled at guiding teams and refining processes in a fast-paced environment, you are capable of navigating change with ease.
  • Data-Driven Decision Maker: Adept at using data to inform strategies, you focus on elevating the customer experience at every interaction.
  • Support Visionary: With your comprehensive skills, you are the guiding light for our customer support vision.
  • Professional Background:You have at least 3 years of leadership experience in Customer Support or Customer Success, specifically in a tech/SaaS environment.
  • Proven Effectiveness: Your track record showcases your ability to enhance customer satisfaction and operational efficiencies.
  • Analytical Expert: Strong in analysis, problem-solving, and decision-making, you can navigate complex scenarios with ease.
  • Technical Proficiency: You are well-versed in Help Desk systems like Zendesk or Freshdesk or other., and familiar with HubSpot and collaboration tools such as Slack and Asana.
  • Exceptional Communicator: Your interpersonal skills are outstanding, and you have the ability to inspire and lead diverse multicultural teams.

What to expect from our hiring process:

  • Intro call with Effie, our Senior TA Lead
  • Interview with David, our CMO
  • Case Study Presentation
  • Values-fit interview with another senior leader