Head of Customer Service
The RoleHere at Tile, we are looking for an education-oriented, good-hearted, and incredibly empathetic individual to build out our customer-centric support &amp; community organization. Being a lover of communication, strategy, metrics, and process, your primary responsibility will be to enable Tile to grow at a faster rate by delivering world-class support to all our users. You understand that people need help, and find delight in teaching them “how to fish” or just simply solving their problems. You actually enjoy it when products break because it gives you an opportunity to delight a customer, build a relationship, and solve their problem quickly. However, as much as you love talking to customers, you know that preventing an issue from happening in the first place is the real accomplishment. Overall, you are meticulous about understanding, prioritizing, and communicating customer pain points and can look past symptoms to find the underlying problem. You are adept at marrying business requirements and customer needs, and will use them both to set the global customer support and community strategy. You’ll establish priorities, manage and further build a global organization of top talent, and leverage best-in-class systems and processes to delight the Tile community. With your leadership, your team will be responsible for anticipating, identifying and satisfying the support and services needs of our customers. Working collaboratively with engineering, as well as with other stakeholders, you will ensure that our customers are achieving maximum value from Tile. ResponsibilitiesManage, build, and retain rockstar customer support &amp; community team members dedicated to delighting our customers while developing successful long-term customer partnerships.Define and execute Tile’s global customer support strategy; communicate priorities both internally and externally.Help invent creative and surprising ways of delighting Tilers so they come back for more, deepen connections with the community, and empower them to help themselves and help each other.Develop leaders and career paths for individuals on the team.Ownership of the Customer Success team's responsibility to provide the highest quality customer service to Tile’s customers.Continuously optimize all customer support processes with the goal of delivering the highest quality customer service possible while maintaining business needs.Rigorously categorize customer issues to provide feedback and drive product and engineering decisions/resources.Work with engineering and quality assurance to diagnose and resolve critical, escalated issues, improve troubleshooting guidelines, and properly file bugs in JIRA.Maintain a mindset of continuous improvement focused on the customer experience, ensuring high customer satisfaction and retention.
Title: Head of Customer Service
Salary: None
Description: The RoleHere at Tile, we are looking for an education-oriented, good-hearted, and incredibly empathetic individual to build out our customer-centric support &amp; community organization. Being a lover of communication, strategy, metrics, and process, your primary responsibility will be to enable Tile to grow at a faster rate by delivering world-class support to all our users. You understand that people need help, and find delight in teaching them “how to fish” or just simply solving their problems. You actually enjoy it when products break because it gives you an opportunity to delight a customer, build a relationship, and solve their problem quickly. However, as much as you love talking to customers, you know that preventing an issue from happening in the first place is the real accomplishment. Overall, you are meticulous about understanding, prioritizing, and communicating customer pain points and can look past symptoms to find the underlying problem. You are adept at marrying business requirements and customer needs, and will use them both to set the global customer support and community strategy. You’ll establish priorities, manage and further build a global organization of top talent, and leverage best-in-class systems and processes to delight the Tile community. With your leadership, your team will be responsible for anticipating, identifying and satisfying the support and services needs of our customers. Working collaboratively with engineering, as well as with other stakeholders, you will ensure that our customers are achieving maximum value from Tile. ResponsibilitiesManage, build, and retain rockstar customer support &amp; community team members dedicated to delighting our customers while developing successful long-term customer partnerships.Define and execute Tile’s global customer support strategy; communicate priorities both internally and externally.Help invent creative and surprising ways of delighting Tilers so they come back for more, deepen connections with the community, and empower them to help themselves and help each other.Develop leaders and career paths for individuals on the team.Ownership of the Customer Success team's responsibility to provide the highest quality customer service to Tile’s customers.Continuously optimize all customer support processes with the goal of delivering the highest quality customer service possible while maintaining business needs.Rigorously categorize customer issues to provide feedback and drive product and engineering decisions/resources.Work with engineering and quality assurance to diagnose and resolve critical, escalated issues, improve troubleshooting guidelines, and properly file bugs in JIRA.Maintain a mindset of continuous improvement focused on the customer experience, ensuring high customer satisfaction and retention.
Requirements: Associate experience, Bachelor's Degree education
Fraudulent: No