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customer support saas data-driven csat slas📋 Description
- Lead a global support org for a complex B2B SaaS product suite.
- Scale the team from ~50 to ~100+ over the next year.
- Partner with Product, Engineering, and CS leadership to align with roadmap.
- Drive continuous improvement, automation, and a 24/7 support model.
- Develop data-driven processes and cross-functional partnerships.
- Champion a customer-centric, high-quality support experience.
🎯 Requirements
- Customer-Centric platform experience in global SaaS support.
- Proven track record of scaling SaaS customer support teams.
- Strategic and operational expertise: SLAs, schedules, queues, escalations.
- Cross-functional partnership with CS, Sales, Product, Eng, Ops.
- Data-driven approach using CSAT, response times, self-service metrics.
- Training and development to empower the team.
🎁 Benefits
- Competitive compensation.
- 10-year stock option window.
- Unlimited PTO with four weeks per year.
- 12 weeks fully paid family leave in the US.
- Generous equipment, software, and office budget.
- $100/month education budget.
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