Head of Support

Who we are:

Clerk Chat’s mission is to make every business conversational. We are achieving this by building the leading messaging application, integrating AI where it matters, and crafting our own telecom infrastructure. It’s big and bold and needs spirited adventurers to join our growing team.

We’ve built Clerk Chat organically into a profitable business over the last 2 years. We’re a team that believes in achieving your highest potential but not at the expense of work-life balance. That’s why we have flexible vacation time, healthy quarterly bonuses, and creative freedom at the forefront. We’re Silicon Valley-based entrepreneurs who have sold companies, gone through HF0, and built teams at Lucasfilms, Samsung, Netflix, DocuSign, and Series B+ Startups.

Who you are:

The Head of Support will be entrusted with the leadership of a team comprising of Support Agents. The primary objective of this role is to ensure efficient and effective support for Clerk Chats messaging platform. You will be instrumental in fostering superior customer support by establishing and implementing policies, procedures, and goals. The ideal candidate will have a proven track record in a customer support role, demonstrating exceptional leadership and interpersonal skills. They will have excellent communication skills and the ability to inspire team members.

What you will do:

• Lead and manage the Platform Support team, providing guidance, coaching, and professional development for team members.
• Participate in resolving complex technical issues, directly supporting platform-related incidents, and escalating when necessary to ensure SLAs are met.
• Build and refine processes for support and customer success, driving operational efficiency.
• Work closely with other internal teams such as Engineering, Product, and Sales to ensure customer success and platform stability.
• Act as a point of contact for critical customer interactions, driving issue resolution, and maintaining high customer satisfaction levels.
• Develop and track KPIs to measure team performance, identify trends, and provide visibility to leadership on both support outcomes and customer success metrics.
• Contribute to long-term strategy for platform support and customer success, aligning team goals with overall business objectives.

What you will need:

• 5+ years in an business facing support role, with at least 2 years in a management position. Ideally within the telecom industry.
• Leadership Skills: Proven ability to lead and mentor a team, with strong interpersonal and communication skills.
• Experience in building, implementing, and improving operational processes to enhance efficiency and team performance.
• Strong cross-functional communication and teamwork skills to ensure alignment across departments.
• A passion for delivering exceptional customer experiences and the ability to act as a customer advocate
• You are based in the SF Bay Area and can work in our San Francisco office 5 days a week.

We encourage all qualified candidates to apply! Our recruiting team will carefully review each resume, and we look forward to considering you for this opportunity.