Head of Customer Support

Customer experience is at the heart of Clever. We’ve built a world-class support team with smart, ambitious, and diverse talent. Now we are looking for an extraordinary leader to develop a long-term vision for the team and build the next generation of Clever Support.

As the Head of Customer Support, reporting to the Director of Customer Support & Services  you will be responsible for hiring, developing, and retaining a high-performing, diverse team to provide exceptional technical support to our school districts and application partners. Successful candidates will have a strong leadership background, experience leading technical and product-focused teams, and be an effective cross-functional partner. We are looking for a leader that embodies an entrepreneurial spirit with a proven track record of driving change and taking intelligent risks to improve the customer experience. The perfect candidate will be an inspirational people leader, strong communicator, customer-centric, and excited by the opportunity to work in a mission-driven, fast-paced environment, actively developing and refining the team strategy with a data-driven approach.

A DAY IN THE LIFE:

• Lead a team of Support Managers, responsible for 25+ Support Specialists across the US, and a team of Quality Assurance Specialists, responsible for ensuring a best-in-class customer experience on every support case
• Coach, mentor, and guide team members to deliver delightful customer support
• Inspire and motivate team members, helping them grow their impact and promoting their career growth. Foster a sense of pride and loyalty in the team, and nurture a strong and motivating team culture
• Empower all Support Specialists to effectively troubleshoot and resolve issues for our customers through resourcing, training, and coaching  
• Develop effective and collaborative working relationships with a variety of leaders and teams across the company 
• Analyze data to identify key trends in customer feedback, and drive improvements to improve the customer experience 
• Be accountable for key team success metrics
• Become an expert on the Clever platform, serving as the voice of the customer and working with cross-functional partners to improve Clever product offerings
• Participate in customer meetings to resolve escalations when necessary to strengthen customer relationships

WHAT WE’RE LOOKING FOR:

• 3+ years of experience in a technical support leadership or management role, overseeing a Support team
• Minimum of 5+ years of total experience in technical support preferably in a B2B SaaS or EdTech
• People leader, able to inspire and motivate teams to achieve great results 
• Results-oriented and know how to prioritize to maximize team impact
• Build structures for scale, creating and iterating processes to delight customers while accelerating the efficiency of your team 
• Excellent and effective communicator, both written and verbal, and have a demonstrated ability to communicate and present to customers
• Business leader, able to balance the needs of the team, customers, and business to make effective decisions and achieve the best possible outcomes 
• Strong collaborator, able to work effectively with stakeholders across the company and navigate conflicting priorities amicably
• Data driven, able to analyze quantitative and qualitative inputs to identify trends and solve problems 
• Remain flexible in a fast-paced environment, and effectively drive change in a growing team 
• Experience in developing, reporting, and driving metrics-based results such as, CSAT, SLA adherence, Resolution Time, Call Acceptance Rate, Schedule Adherence, NPS and other KPIs
• Commitment to equity and belonging: Clever believes that the classrooms we serve and our company’s halls should be spaces that are diverse, equitable and inclusive. We seek opportunities and celebrate actions that further allow us to build diverse teams, include every voice, and create a safe space for everyone to bring their authentic selves into the workplace

SALARY TRANSPARENCY:

The range of our base salary cash compensation for this role for candidates living in the United States, besides NYC and San Francisco, CA, is between $133,000 - $157,000. For candidates living in NYC and San Francisco, CA is between $147,000 - $173,000. All final offers are determined using multiple factors including experience and level of expertise.