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Head of Customer Support

Location: Ithaca, NY

Position: Full-Time

Title: Head of Support

Job Description

The candidate is an individual that strives to make every client interaction successful. Our mission at Rosie is to provide moments that deliver delight. Every phone call and email that reaches our Support Team, should be handled with the same standard with the goal of delivering delight-every time. In addition to helping maintain the Rosie standard, your role will be to manage and grow the support team.

Additionally, this position is highly collaborative with other teams within the company. Head of Support works with the other team leads within Customer Success to ensure that Customer Success goals are reached. The Support lead also works with the Product team and Quality Assurance team to provide them with Customer and Retailer feedback regarding our products. In addition, the Head of Support makes sure all changes in software are actively communicated to the Support Team and to Rosie’s end users.

Responsibilities/Duties
  • Manage the Customer Support team
  • Drive team member professional and personal growth through regular 1-on-1 syncs
  • Foster professional development and learning for and among members of the support team
  • Design, implement and improve Support Team processes and best practices
  • Formalize standards to ensure consistent and quality interactions with all users and clients 
  • Leverage data to make decisions and development internal processes and retailer improvements
  • Engage with Management, Product, Operations, & Business Development teams to share insights from the ‘front line’
  • Hire Support Team agents by collaborating with HR to recruit passionate and skilled individuals
  • Uphold a professional, fun, and fulfilling environment for all team members
Education and Experience
  • 3+ years of Support and call center experience
  • 1+ year in a Support management position
  • College degree is preferred
Abilities
  • Actively communicate, inspire and motivate all levels of staff
  • Successfully manage and grow a high quality support team to exceed company goals
  • Understand and work within a company using Agile software development teams and processes
  • Clearly and concisely communicate ideas using both written and oral communication
  • Showcase empathy and professionalism at all times
Why Rosie
  • Our work environment is a clean, bright workshop in the heart of the Ithaca Commons.
  • We provide the software and tools for you to succeed.
  • Our excellent team environment will nurture your talents.
  • We provide an unlimited vacation plan - take what you need.
  • We live to create moments that deliver delight.
How To Apply

To apply, please send your resume and a cover letter that catches our attention and highlights why you’d be a great fit for this position to careers@rosieapp.com.

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