Head of Customer Support

2 weeks ago

Belfast, United Kingdom Kadence Full time

There are few things that change everything, the world moving to hybrid working will be one of them. **Kadence** exists to make flexible work an advantage for organizations all over the world - powering a more positive, productive and personalized way of working.

9/10 of companies, $25tn of employee salaries and $22tn of office real estate is moving to hybrid. **Kadence** is building the operating system to power the hybrid age - creating a triple bottom line for People, Profit and the Planet.

Over 450+ companies around the world use Kadence to make hybrid work, from space booking, to coordinating who should be onsite with who. Don’t just take our word for it, Kadence is backed by leading investors including Kickstart, firstminute.capital, Manta Ray, Techstars as well as leading future of work operators such as the co-founders of Slack, Okta and Teem.

As the Head of Customer Support at Kadence, you will spearhead the customer support team, actively participate in handling customer inquiries, and play a crucial role in enhancing the product knowledge base used by customers. This position requires a blend of strategic oversight, direct customer interaction, and a commitment to leveraging the knowledge base as a tool for case deflection and improved customer self-service.

**Key Responsibilities and KPIs**:

- Develop and Implement Customer Service Strategies
- KPIs**: CSAT, NPS, CES.
- Lead, Train, and Manage the Customer Support Team
- KPIs**: Turnover Rate, Training Completion Rate.
- Actively handle customer support tickets, focusing on complex issues.
- Monitor and Analyze Performance Metrics
- KPIs**: First Response Time, Average Handle Time, Ticket Resolution Time, Ticket Backlog.
- Collaborate with Other Departments
- KPIs: Product improvements initiated by customer feedback, Time to Implement Customer Feedback, Customer Retention Rate.
- Establish and Maintain Effective Communication Channels
- KPIs: Response Rate on New Channels, Customer Engagement Rate, Channel Downtime.
- Manage Customer Support Budget and Resources
- KPIs: Cost per Ticket, Budget Utilization Rate, ROI on Customer Support Tools.
- Direct Customer Support Engagement
- KPIs: Tickets Handled by Leadership, Leadership Resolution Feedback, Leadership Resolution Time.
- Enhance and Expand the Product Knowledge Base
- KPIs: Knowledge Base Utilization Rate, Case Deflection Rate, Self-Service Success Rate.
- Develop and maintain an extensive, easy-to-navigate knowledge base that empowers customers to resolve common issues independently.
- Regularly update the knowledge base with new solutions, tutorials, and FAQs based on customer inquiries and feedback.

**Desired Experience**:

- Extensive experience as a customer support leader and engineer. Proven track record of scaling a customer support team and improving customer service metrics.
- Solid understanding of customer support software, databases, and tools. Experience with CRM platforms, ticketing systems, and customer service software is essential. Knowledge of data analysis tools and metrics dashboarding.
- Demonstrated ability to lead, motivate, and manage a diverse team. Strong conflict resolution, negotiation, and team-building skills. Experience in hiring, training, and performance evaluation.
- Exceptional verbal and written communication abilities. Proficiency in crafting clear, engaging, and informative communications for various audiences. Experience in developing SOPs, training materials, and knowledge base content.
- Strong capability in using data to inform decisions, analyze customer service effectiveness, and identify areas for improvement. Experience in setting, monitoring, and achieving KPIs related to customer support.
- Ability to quickly understand complex issues and develop effective solutions. Experience in managing crisis situations and making decisions under pressure.
- Deep understanding of customer needs and expectations in the tech or software industry. Demonstrated success in improving customer satisfaction and loyalty through effective support strategies.
- A track record of initiating and successfully implementing improvements in customer service processes and tools. Ability to stay ahead of industry trends and customer service innovations.

**Your Benefits**:

- Competitive salary.
- Equity participation.
- Comprehensive benefits package including 5 weeks of paid vacation, stakeholder pension scheme and life insurance.

By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage venture capital backed company. This means you'll have access to resources, mentorship, and a network of experienced professionals who are committed to helping you succeed.

You'll also have the opportunity to play a critical role in shaping the future of the company and making a real impact in the Future of Work.

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