Head of Support

At Verbit, our people are at the heart of what we do. We place a lot of importance on finding the best of the best to create, manage, market, and sell our cutting-edge AI platform that is revolutionizing the transcription and captioning industry.

 We’re looking for a goal-oriented, driven, and passionate Head of Support to become a key player on our Customer Success team.

 The Head of Support will be part of the Customer Success department. The purpose of this role is to lead and scale our world-class customer support team, identify and prioritize customer-related issues and maintain effective internal and external communication channels with the relevant teams. The role involves a close relationships with the different departments, especially with the Customer Success Managers, Product, and Engineering teams to help prioritize, report, and resolve issues as quickly and efficiently as possible.

What you will do

·      Manage a team of remote support agents

·      Drive the support team to achieving the team’s goals (i.e. first reply time, customer satisfaction score, opened & pending tickets, SLA for tickets resolution)

·      Constant monitoring of support KPIs as well as presenting ongoing status and reporting to management

·      Lead strategic planning with the Support team, drive exceptional results in all areas within the support group

·      Develop internal tools and best practices for troubleshooting customer issues

·      Hire, train, mentor, motivate, and reward the support team

·      Identify emerging issues, communicate them with the relevant team and contribute to internal and external knowledge base systems

·      Build and maintain effective internal relationships, specifically with Customer Success Managers and Engineering to help identify, report, and resolve issues quickly

·      Be hands-on and resolve customer issues as required

·      Act as the main point of contact for customer escalations and drive to resolution with our technical teams (operations, product, R&D)

·      Responsibility on all support platforms (Zendesk, NPS, and others) and vendor relations associated with that

·      Overall responsibility on our support & education portals - making sure it is always up to date with the latest product contents while ensuring ease of use for our customers

·      Lead all digital customer communications - Product releases, new feature requests, Customer satisfaction surveys (NPS), customer campaigns, etc.