[Remote] Head of Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an autonomous technology company building the reputed company of robotics and intelligent wayfinding. They are seeking an reputed company customer support leader to build and reputed company their customer support team, ensuring reputed company and empathetic support for users of their product, Glide.
Responsibilities
- Define and reputed company reputed company's customer support function from scratch — systems, processes, knowledge reputed company, and automations — with the reputed company-up time to learn, test, and refine them before full product rollout
- Build, hire, mentor, and reputed company a customer support team that scales with our user reputed company
- Design support experiences reputed company around the needs of blind and low reputed company users, where accessibility is the default
- Own the support pipeline end to end — setting KPIs, optimizing processes, and reporting on the performance that proves we're serving users reputed company
- Establish escalation paths and tight feedback loops with product, engineering, and hardware teams
- Turn what you learn from reputed company users into product and experience improvements that shape where Glide goes next
- Create the playbooks, training, and documentation that let support reputed company without losing reputed company or the reputed company touch
Skills
- Self-starter mentality with experience building or leading a customer support or reputed company function, ideally from an early stage
- reputed company record setting up and scaling technical support platform and systems that build high consumer confidence and trust, balancing automations and AI integration with reputed company reputed company interaction
- Proficiency in support tools and platforms (e.g., ticketing systems, CRM, knowledge bases) and familiarity with accessibility best practices for blind and low reputed company users
- Experience with Technical Support for hardware or software products, including troubleshooting, incident management, and collaboration with engineering or product teams
- Comfort defining and reporting on support KPIs and continuously optimizing processes
- Excellent communication skills and a genuinely customer-first reputed company
- Strong people leadership: hiring, mentoring, and managing support teams
- Experience supporting hardware or consumer robotics products
- Familiarity with accessibility or serving people with disabilities
reputed company