Head of Customer Support
: Job Details :

**Head of Customer Support**

at ActionIQ New York, New York, United States ActionIQ is a Customer Data Platform (CDP) built to help modern marketers transform customer experiences by giving them access to 100% of their detailed customer behavior data. That access, combined with the ability to orchestrate cross-channel campaigns and measure incremental lift across all digital and offline channels, helps brands such as, The New York Times, Michael Kors, Pandora Media and others drive innovation and profitability. We are backed by top investors: , , and . **Become part of the ActionIQ Professional Services team!**

This is a new role in the Professional Service team, and will be tasked with setting up a world class L1 (business support) & L2 (technical & data ops support) team. Were seeking an experienced leader to join and help grow and lead part of our support team.

You are a seasoned enterprise SaaS support leader, with experience in setting up global support teams for both business and technical support. You have attention to detail and are proactive in identifying potential roadblocks as you nurture and grow a successful team. You have great people skills, and know how to manage the trust and expectations of enterprise customers.

Above all, you want to make things work! You handle pressure well, and are prepared to roll up your sleeves and work with your team in the trenches.

**Role & Responsibilities**

The **Head of Customer Support** plays a key role in the Professional Services team. They will report to the VP of Professional Services, and be responsible for all ongoing support for existing customers, once they have been onboarded.

The **Head of Customer Support** will inherit an outsourced L1 shared services support team, which covers our international customers during US ET non-working hours. The plan is to expand the coverage so that we can manage a 24x7 schedule, as well expand to L2 within 6-8 months. The Head of Customer Support will determine the best way forward in implementing this roadmap and scale the team as the business grows.

**Responsibilities**

* Provide a seamless 24 x7 support experience to all AIQ customers, including

+ L1 support - platform UI and functionality questions/ issues

+ L2 support - technical support, including data operations

* Properly resource the team as the demand evolves across customers, ensures that support tickets are resolved on time, and customer expectations are managed

* Define processes, roles and responsibilities and the right metrics to manage the team

* Guide the team in developing troubleshooting guides (TSGs) and standard operating procedures (SOPs)

* Define SLAs and respective commercial offerings in collaboration with the rest of the professional services team

* Own and oversee the Support teams P&L

* Mentor, coach and develop Support team members through their career at ActionIQ

* Select and manages the technology that is used by the team

* Continuously improve the teams operational efficiency through processes, documentation, hiring, training, and enablement.

* Serve as a point of escalation for the team and for customers.

**Requirements:**

* BS degree from an accredited university

* 8+ years of progressive experience in customer support roles, in SaaS companies, serving enterprise customers in the global 500

* 4+ years of experience in building and leading high performing global SaaS support teams of 5+ individuals including hiring, training, resourcing, prioritizing, developing

* Experience with evaluating and selecting support related technologies and vendors

* Experience with defining multi-tier SLAs offerings and managing P&L

* Experience in defining processes, playbooks and KPIs

* Strategic thinker, able to look ahead and anticipate the needs of the customers and the team, and adjust as necessary

* Ability to effectively communicate and negotiate with customers, vendors, and internal leadership

* An improvement mindset, and demonstrated ability to motivate and unite a team toward common goals

Nice to have:

* ITIL certification

* Martech/ Adtech industry & vendor knowledge

**Benefits**:****

* Work with a fun, inclusive, and smart team of people as we build a NYC-based enterprise software company!

* Competitive compensation package, including significant equity component

* Backed by top-tier VCs (Sequoia, Andreessen Horowitz, FirstMark Capital)

* Top notch health insurance benefits, including 12 weeks paid parental leave for both parents.

* We have opened a beautiful new office right on Madison Square Park, and all NYC-based employees currently have the option to return to the office 3 days per week on an opt-in basis. We plan to fully reopen our office later in 2022.

* Check out our latest blog post to learn how we designed our return to work plans.

* Work from Home stipend to optimize office set up.

* In accordance with ActionIQ policies and our commitment to prioritizing the health and safety of our employees, all office-based positions will require proof of COVID vaccination, including a booster shot, prior to entering the office. Remote employees and guests who visit the office must also provide proof of vaccination prior to entry. Our COVID-19 health and safety protocols may change over time as local and national guidance and regulations evolve.

*ActionIQ is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. AIQ welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background. Join us on our journey to build a product that will help our customers deliver memorable experiences that will drive loyalty and growth.*