Vietinterview

Overview of job

1. Drive Customer Support Performance
a. Define and track key Customer Support metrics
b. Empower team to meet expected goals
c. Expose subset of metrics to executive team, company and board

2. Lead World Class Customer Support Team
a. Recruit highly experienced and motivated team members
b. Create rapid onboarding process for new team members
c. Create clear responsibilities and ensure full ownership within the team
d. Ensure full alignment between CS and other departments
e. Encourage continuous learning and best practice application
f. Be the leader in customer advocacy within the team and ensuring that everyone
within that team has the same mindset.
g. Manage a growing customer support team of 30+ people
h. Working with Customer Success Managers globally on troubleshooting and
resolution of specific issues

3. Inspire Customer Success Across Company
a. Advocate and support a customer success driven organization
b. Align with Production around achieving customer success outcomes
c. Align with Platform Team around driving product roadmap based on customer
feedback
d. Align with Sales around up-sell and cross-sell
e. Align with Executive Team around key metrics and objectives
f. Create company-wide customer feedback loop

● Strong understanding of E-commerce
● 5+ years senior management experience
● Experience from SaaS companies is preferred
● Highly analytical, process-oriented and executing mindset
● Data-driven
● Excellent communication and people skills
● Strong empathy for customers, and a customer first mindset
● Demonstrated desire for continuous learning and improvement of themselves and
the team they oversee
● Flexibility to schedule calls around the clock