Head of Customer Support - Remote

Overview

As the Head of Customer Support at Common Room, you will lead the customer support function, advocating for users and building systems to enhance their experience.

In Short

• Lead and scale customer support across multiple channels.
• Build and manage a high-performing support team.
• Design efficient support operations and manage ticketing systems.
• Track key performance indicators to improve support experience.
• Collaborate with Product and Engineering to relay user feedback.
• Implement scalable tools and processes for customer support.
• Foster a culture of empathy and continuous improvement.

Requirements

• 6+ years in customer support, with 2+ years in leadership.
• Experience building and scaling support teams in startups.
• Familiarity with support platforms like Zendesk or Intercom.
• Strong analytical skills for data-driven decision making.
• Excellent communication skills.

Benefits

• Competitive compensation with equity ownership.
• Health insurance coverage for employees and dependents.
• Unlimited Paid Time Off and paid company holidays.
• Work from home support and equipment.
• 401(k) self contribution options.