13 ene
Roverpass
Xico
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**Head of Customer Support - SaaS | Leadership | Remote**:Join **RoverPass**, a leading online booking platform for RV parks and campgrounds across the United States, as our **Head of Customer Support**.
This pivotal role combines team leadership, operational excellence, and strategic collaboration to ensure a seamless customer experience across our SaaS platform.
If you're a proactive leader passionate about delivering exceptional customer service and driving team success, we'd love to hear from you!
**About RoverPass**:At RoverPass, our mission is to simplify outdoor adventures through innovative technology and exceptional customer service.
We provide a seamless reservation experience for campers and campground owners,
empowering them to connect effortlessly and enjoy the great outdoors.
**Role Overview**:The **Head of Customer Support** is responsible for leading and optimizing our Customer Support Representatives (CSRs) and Onboarding Specialists.
This is **not a traditional call center management role**—it's a strategic leadership position where you'll directly impact customer satisfaction, team performance, and the evolution of our SaaS platform.
You will be instrumental in building a customer-first culture that enhances our brand reputation and drives user engagement.
**Key Responsibilities**:- **Team Leadership**- Manage and mentor a team of CSRs and Onboarding Specialists, fostering a high-performance, customer-focused culture.- Oversee hiring, training, and professional development to ensure the team's success.- Monitor performance metrics, provide constructive feedback, and implement improvements as needed.- **Customer Experience Optimization**- Ensure customers maximize the value of our SaaS platform by addressing their needs, resolving issues,
and capturing actionable feedback.- Collaborate with Product and Development teams to recommend and implement platform enhancements based on customer insights.- **Operational Excellence**- Develop and refine SOPs to ensure consistent, high-quality customer interactions.- Implement tools and systems to improve efficiency, monitor team performance, and enhance customer satisfaction.- **Strategic Collaboration**- Work with senior management to align customer support strategies with overall business goals.- Act as the voice of the customer within the organization, ensuring their feedback influences product and process improvements.
**Requirements**:- Proven experience leading customer support or success teams, ideally in a SaaS or tech environment.- Strong leadership and motivational skills,
with a track record of building and managing high-performing teams.- Excellent communication skills with fluency in English (bilingual proficiency is a plus).- Experience with CRM tools (e.G., HubSpot, Zendesk) and data-driven performance monitoring.- Ability to implement and optimize processes in dynamic, fast-paced environments.- Strategic thinking with a hands-on approach to problem-solving and team management
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.