As Sprout Social continues to lead the social media management space as a product and company, we are seeking someone who is a thought leader for Customer Support, challenging the status quo and continuing to allow us to leverage customer service as a point of difference. We are currently seeking a highly motivated, customer focused individual to lead our global Customer Support Team. The ideal candidate will have a strong background and a proven track record in developing and scaling Customer Support teams in the SaaS industry in a follow-the-sun model. The candidate will have experience in second line leadership, and international support coverage for a high growth technology company. As a global Customer Support Team, Sprout Social offers 24×7 support coverage for our customers via Chat, Email, Phone and Social. Our Customer Support Team is made up of Customer Advocates (Level 1), Support Engineers (Level 2). We have Customer Advocates across 5 different cities (Chicago, Seattle, Manila and Dublin) and our mission is to create memorable and unparalleled experiences for our customers through every interaction that they have with Sprout Support. The Head of Customer Support will be responsible for providing unparalleled support for Sprout’s 20,000+ customers. This position will report to the SVP of Operations and can be based in Chicago, Seattle, Denver or Austin. The Experience: 5+ years leading a world class Customer Service team in a high volume, 24/7, real time SaaS organization (B2B is a plus) Proven track record of leading organizations known for exceptional quality support 3+ years experience leading distributed teams and managing managers In-depth experience with QA processes and productivity KPIs for frontline staff Proven track record transforming customer experience strategy into results Exceptional communication skills and proven track getting buy-in across an organization (i.e. product, sales, success, executive, etc.) In-depth knowledge of support tools (chat, ticketing, CRM) and proven strategies to leverage and optimize workflows through (Zendesk and Salesforce is a plus!) Social Media savvy with a natural empathy for the customer Within 1 month, you will… Complete Sprout’s New Hire training program alongside other new Sprout team members. You’ll gain a broader understanding of our product. Meet with the entire Support team and other key stakeholders/leaders to get a better understanding of how the organization currently operates. You’ll do a thorough analysis of our existing processes and get a firm understanding of how we handle customer requests. Within 3 months, you will…. Drive the implementation of key team goals and objectives set for the second half of 2020. Identify and recommend process improvements to optimize efficiency and prioritizations in the customer support funnel. Identify trends and key performance indicators for our frontline to further enhance customer satisfaction and improve our response times. Create a forecasting model that ensures hiring plans are on-track and appropriately scaling with global customer growth, ticket volumes and a follow-the-sun model. Within 6 months, you will… Build a 2021 hiring plan that is scalable and properly balances timezone coverage, ticket volume inflection and varying skill sets (technical, language, management, etc.). Improve CSAT and First Response Times. Have recruited and hired a world-class Support Team with strong, experienced leadership and individual contributors. Within 12 months, you will… Drive intentional collaboration and influence with Engineering and Product on the roadmap to continuously improve the customer experience. Have mentored and developed the existing team to become best in class at their respective functions and further advance their skill sets and career trajectory. Improve Resolution times.
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