Remote Head of Customer Support

Summary

Join Brightwheel as a Head of Customer Support and Payment Operations to develop and implement a multi-year strategy to maximize customer retention, lead the full Support team, and drive action from cross-functional partners to improve the customer experience.

Requirements

• 10+ years in Customer Support in a startup environment including email, chat and phone support across multiple product lines
• 5+ years leading a customer-facing team including managing managers
• Track record of leading teams that regularly exceeded ambitious goals
• Excellence in problem-solving in ambiguous situations and first-principles thinking
• Experience working with BPOs

Responsibilities

• Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers
• Set and achieve ambitious CSAT and risk/fraud goals
• Lead the full Support team including our BPO partner; includes leading brightwheel’s response to customer-facing platform incidents and other escalations
• Lead the Payment Operations team which is responsible for risk and fraud
• Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth
• Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards
• Build a deep bench of high-performing leaders on the Customer Support team

Preferred Qualifications

• Strong preference for experience in vSaaS, SMB customers, high-volume environments
• Demonstrated excellence in all 8 brightwheel Leadership Principles

Benefits

• Premium medical benefits
• Dental benefits
• Vision benefits
• Generous paid parental leave
• Flexible paid time off policy
• Monthly wellness and productivity stipend
• Learning & Development stipend