Head of Customer Service
Location: US, CA, San Mateo
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Consumer Electronics
Function: Customer Service
Company profile: Tile is one of the most successful crowd-funded campaigns in history and is building the world’s largest lost and found. Tile uses a "sharing economy" model to help people simplify their lives and save time by being able to know the location of their most valuable things at any time. Currently available in 32 countries, Tile continues to bring best-in-class performance in lost and found technology to its growing community of users. Tile is based in San Mateo, California, and we’re looking for more superstars to join our fast growing and venture backed team. You can learn more at #URL_6cfb2b10493b708c723bdd5df9fea83934769d593ea2e2916cc7dc1cd8c6db88#.
Description: The RoleHere at Tile, we are looking for an education-oriented, good-hearted, and incredibly empathetic individual to build out our customer-centric support & community organization. Being a lover of communication, strategy, metrics, and process, your primary responsibility will be to enable Tile to grow at a faster rate by delivering world-class support to all our users. You understand that people need help, and find delight in teaching them “how to fish” or just simply solving their problems. You actually enjoy it when products break because it gives you an opportunity to delight a customer, build a relationship, and solve their problem quickly. However, as much as you love talking to customers, you know that preventing an issue from happening in the first place is the real accomplishment. Overall, you are meticulous about understanding, prioritizing, and communicating customer pain points and can look past symptoms to find the underlying problem. You are adept at marrying business requirements and customer needs, and will use them both to set the global customer support and community strategy. You’ll establish priorities, manage and further build a global organization of top talent, and leverage best-in-class systems and processes to delight the Tile community. With your leadership, your team will be responsible for anticipating, identifying and satisfying the support and services needs of our customers. Working collaboratively with engineering, as well as with other stakeholders, you will ensure that our customers are achieving maximum value from Tile. ResponsibilitiesManage, build, and retain rockstar customer support & community team members dedicated to delighting our customers while developing successful long-term customer partnerships.Define and execute Tile’s global customer support strategy; communicate priorities both internally and externally.Help invent creative and surprising ways of delighting Tilers so they come back for more, deepen connections with the community, and empower them to help themselves and help each other.Develop leaders and career paths for individuals on the team.Ownership of the Customer Success team's responsibility to provide the highest quality customer service to Tile’s customers.Continuously optimize all customer support processes with the goal of delivering the highest quality customer service possible while maintaining business needs.Rigorously categorize customer issues to provide feedback and drive product and engineering decisions/resources.Work with engineering and quality assurance to diagnose and resolve critical, escalated issues, improve troubleshooting guidelines, and properly file bugs in JIRA.Maintain a mindset of continuous improvement focused on the customer experience, ensuring high customer satisfaction and retention.
Requirements: Bachelor’s degree.8+ years experience building and managing a Customer Support organization within technology companies.3+ years experience managing online communities for leading consumer brands.Proven track record of effectively driving customer satisfaction and consistently delivering on other key CS metrics.Proven track record of scaling an online community when the company experienced rapid growth.Adept at working with engineering and product teams to drive product improvementsEnthusiastic and creative leader with the ability to train, develop, excite, and inspire people.An entrepreneurial streak: You should relish an opportunity to make things better.Experience using Zendesk and JIRA highly desirable.
Benefits: Own equity in the company. Every employee is a stakeholder in our future.Work with talented, collaborative, and friendly people who love what they do.Participate in company wide events such as team lunches and outingsOn-site gym accessUnlimited vacation daysReceive the benefits of comprehensive health insurance, dental insurance, and vision insurance, 401K, and pre-tax commuter deduction.
Fraudulent: 0