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Head of Support

People who create typeforms are getting more data. How? By making it conversational—and getting closer to their audience.

In Customer Success, we support people to build the best typeforms they possibly can. That helps them make progress, and means they stick around for longer.

Do you see support tickets, or people? Do you anticipate, empathize, and inspire?

We’re looking for a Head of Support to help people who use Typeform to get to value quickly and achieve their goals.

Here’s what Christine Werner, our Director of Customer Success has to say:

We’re looking for a SaaS support guru. A highly analytical and customer-oriented person that will be responsible to guide the Customer Support Team in order to guarantee the expectations of our customers and reach business objectives. Someone who has proven experience driving operational excellence, innovation, and developing a highly engaged team.

You are someone who is passionate about delivering best in class support experiences while looking for early trends and insights into why and when customers ask for help so we can anticipate needs and proactively solve them.

If you’re meticulous in your quest to personalize support, able to anticipate someone’s needs before they even come up, and carry an empathy torch the size of the Olympic cauldron, we’d love to hear from you.  

The Role

Here’s what you’ll do:

Operational & Performance Mgmt:

  • Workforce Mgmt - Work closely with Operations to ensure staffing and schedules align to forecasted ticket volumes
  • Review and improvise existing policies to scale up on existing quality standards
  • Establish formal service level agreements for commitments to internal and external stakeholders, and iteratively improve upon delivery standards
  • Deliver a consistent ticket handling process to support the metrics that matter
  • Monitoring team performance, productivity and service levels on an ongoing basis, conducting regular feedback and coaching sessions
  • Drive a culture of efficiency by working with Operations to adopt tools/technology and processes that increase automation and reduce inefficiencies

Strategy & Innovation:

  • Work with CX and other functions to reduce top ticket drivers via proactive measures (suggesting new Help Center Content, Online Community Support and Education etc)
  • Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
  • Be the voice of the customer in the leadership team working closely with CX, product, and marketing teams to implement insights and product improvements to continuously improve customer experience.
  • Implement strategies aimed at improving customer experience while reducing cost to serve ratio and overall tickets/customer
  • Own / drive our vision for customer support across all customer channels including chat, email, and social media channels
  • Identify and close the loop on product bugs, UAT gaps, and other customer impacting events
  • Use data to inform all layers of our operating processes and strategic direction—such as the timing of customer touch points and how we ensure consistent customer outcomes

Team development:

  • Plan initiatives to empower the support team to transition into a more solutioning function
  • Help the team develop OKR’s to achieve overall business goals
  • Build and drive activities and mentorship that upskill the team and performance
  • Working with the PoPs team, ensuring role clarity and accountability across the team at all levels
  • Set clear performance guidelines and visibility to individual and team performance
  • Ensure adequate product expertise across the team

You

Here’s what we're after:

  • You’re fluent in English and eager to work in a multicultural, international environment
  • 3+ years of experience building and leading teams that deliver exceptional customer experiences.
  • Well-versed with the tools, concepts and methodologies of customer support management.
  • An analytical mind and demonstrable ability to solve complex problems
  • A track record of building personalised relationships with stakeholders
  • Demonstrable expertise in defining SLAs and building processes to ensure adherence.
  • Flair for analysis and creating insightful reports.
  • Rigorous attention to detail.
  • Excellent analytical abilities to grasp the key points from complicated details.
  • Outstanding written and verbal communication skills.
  • Excellent interpersonal, organizational, leadership and mentoring ability.
  • Good negotiation and empathy skills with customer-oriented attitude.
  • Demonstrated ability to hire, promote and develop support talent.

And it would be even better if you had the following (but no worries if you don’t):

  • Fluency in Spanish a plus
  • Experience with Online Community and Self Help/Education
  • Experience using Zendesk

Think you’re a good fit? Hit apply—success might be just around the corner ;-)

*Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.

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Why work at Typeform?

Good question. Here’s a few reasons...
  • Great culture

    Humble. Creative. Friendly. Talented. These are the people we hire and this is how our working culture is shaped.

  • Over 30 nationalities

    Typeform is a melting pot of nationalities. Every day we learn something new about somewhere new.

  • Make yourself at home

    Quiet spaces. Social spaces. Outdoor spaces. Our office is designed for you—we’ll even buy you slippers to walk around in.

  • Flexible working hours

    Some of us are morning people, some of us are night owls. We focus on results, not what time you arrive.

  • ¿Me entiendes?

    Moving to a new country can be scary. With our free Spanish & English lessons, you’ll feel at home in no time.

  • Private health insurance

    As well as happy, we want you to be healthy. That’s why you get the best medical care with our health insurance.

  • Fuel for thought

    Enjoy a healthy balanced lunch, and grab fresh fruit, juices, and coffee whenever you want. Oh, and our reception’s a bar—with beer.

  • Discounted gym access

    Like to exercise your muscles as much as your brain? Access 100s of gyms around Barcelona for next to nothing.

  • Keep on learning

    With our resource library and a learning & development structure, you’ll have everything you need to help you grow.