Head of Customer Support

Description

🌍 Global SaaS | $28M Series B Investment
💡 1:1 coaching
📍 Hybrid in Bratislava, Prague or Barcelona

About CloudTalk

Powered by a 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue. 

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and TIER to big players like Nokia, Glovo and Rakuten. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place. 

CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.

The Challenge Ahead

As the Head of Customer Support, you'll lead the Level 1 Customer Support Teams across multiple geographies. Customer Support is a key competitive advantage for CloudTalk, and it will be up to you to ensure we deliver timely, effective resolutions of customer queries and challenges, separating CloudTalk from the competition. 

What's In It For You:

🚀 Be part of one of Europe’s fastest-growing SaaS companies
🤖 Work with cutting-edge AI products in high-growth markets
🌍 Join a global team – work with talented CloudTalkers across Europe, the US, and Asia, both in-person and remotely. Check out our Life at CloudTalk on Instagram
🎯 Have a front-row seat in our journey to $100M ARR

What you will work on:

• Leadership: Lead and mentor the Customer Support team members, cultivating a forward-looking culture of excellence, growth, and high performance, collaborating effectively with the adjacent teams (L2, Product, Customer Success). 
• Enablement: Onboard agents effectively, equip them with education, and create tooling that makes technical troubleshooting fast and reliable. Consistently deliver ticket resolution quality improvements by enforcing and optimizing existing QA systems. 
• Role-modeling: Raise the bar by role-modeling clarity, self-management, and delivering tangible improvements to the support function. Modify our tech stack where needed to achieve additional efficiency improvements.

What Makes You a Great Fit:

• Skilled at guiding teams and refining processes in a fast-paced environment, you are capable of navigating challenging situations with ease. You focus on elevating the customer experience at every interaction.
• You have at least 2 years of leadership experience in Customer Support or Customer Success, specifically in a tech/SaaS environment. You are well-versed in Help Desk systems like Zendesk or Freshdesk or others., and familiar with HubSpot and collaboration tools such as Slack and Asana.
• Your interpersonal skills are outstanding, and you can inspire and lead diverse multicultural teams across multiple time zones.

Why you will love to be a CloudTalker:

Growth:
💡 1-1 Coaching sessions with our resident communications advisor
📚 Leaders Academy & Learning and Development Budget

Flexibility:

🏖 Unlimited Paid Time Off (with general guidelines)
🎗️ Volunteering Days
🏡Home Office Budget
⏳ Flexible working hours
💻 MacBook for work 

Well-being:
🏖Recharge Fridays once per quarter
🏋🏼‍♀️Multisport Card

Connectedness:
💲 Referral bonuses
👥 Virtual & physical team buildings
👕 Company merchandise

What to expect from our hiring process:

• Intro call with Effie, our TA Partner
• Interview with the CX team
• Case Study Presentation
• Culture Bar Raiser