Head of Customer Support

As the Head of Customer Support, you will play a pivotal role in ensuring exceptional customer satisfaction and support for Simbe. You will be responsible for establishing and maintaining robust customer support processes, handling escalations, and driving continuous improvement initiatives to enhance the overall customer experience. While initially, this role will not have direct reports, you will have the opportunity to build and lead a team over time as our customer base grows.

Key Responsibilities

• Develop and implement a comprehensive customer support strategy aligned with the company's objectives and customer needs.
• Serve as the primary point of contact for escalated customer issues, providing timely and effective resolutions.
• Monitor customer support metrics and KPIs to measure performance and identify areas for improvement.
• Collaborate cross-functionally with engineering, product management, and sales teams to address customer concerns and drive product enhancements.
• Create and maintain documentation for customer support procedures, troubleshooting guides, and best practices.
• Lead by example in delivering exceptional customer service, ensu...