Secoda is hiring a
Head of Customer Support in Canada

Summary

Secoda is hiring a Head of Customer Support to lead their small but mighty Customer team. The role involves coaching, mentoring, building the Customer team, developing an Account Management function, leading technical customer support, communicating trends and insights, recruiting, hiring, and nurturing top CS talent, fostering a culture of ownership, staying updated with industry trends, and more.

Requirements

• 6+ years of experience in Customer Support of which at least 3 years are in a leadership position
• You have a proven track record of building, leading, and scaling Customer Support teams in fast-paced environments
• You're data-driven; using data and analytical tools to make informed decisions and drive the best outcomes for customers and the business
• You are technically minded and product focused

Responsibilities

• Coach, mentor and build the Customer team by conducting regular 1:1’s, coaching, and providing continuous feedback and mentorship
• Develop and build a proactive Account Management function to grow existing customer relationships
• Lead the support of technical customers throughout the customer journey
• Communicate trends and insights from your team’s engagements to help inform team initiatives and product development
• Play a crucial role in recruitment, hiring, and nurturing top CS talent, building a diverse and inclusive team
• Foster a culture of ownership, where every team member feels empowered and accountable for the success of our platform and our customers
• Stay up to date in the industry and monitor new trends, opportunities, technology, and methods for providing world-class customer support

Preferred Qualifications

• Experience navigating the unique challenges of early-stage startups, ideally within a B2B SaaS company
• Familiarity with data tools such as Snowflake, BigQuery, Tableau, Looker, Mode, dbt, and Fivetran

Benefits

• Competitive pay and equity
• Unlimited paid time off
• Flexible working environment (remote & hybrid) & work from anywhere in our time zones
• Competitive health benefits
• Home office stipend
• Learning and development budget ($1000 per year)
• Company offsites and team events
• Parental leave