Head of Customer Support (Remote Only - America/EMEA)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it.

We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences.

We are bold, like risks, and take on big challenges together. Our customers love the product, provide valuable feedback, and trust us to rapidly help them with more of their problems.

Feel free to join in one of our upcoming Townhalls on YouTube to experience it for yourself!

We are looking for a stellar individual to join our leadership team and run our support organization as a Head of Support.

What you will be working on?

As a Head of Customer Support, your mission will be to create a support organization that is able to handle 20x the load of today. In order to fulfill your mission, you will:

• Run and own the day-to-day of our support team, over 25 people strong, across 3 teams (APAC, EU, US) and 2 major product lines (Core Saas, Direct).
• As a people-first leader, coach and mentor our team. In doing so, create performance level standards focused on response times and resolution and ensure those standards are met, while striving to exceed. You will be owning all support OKRs & KPIs across the department.
• Collaborate with our Principal Support Advocate
• Identify and lead process improvements to drive a consistent, scalable, and process-driven approach to Support; personally seek out opportunities to leverage automation, content and tooling to ensure a scalable model.
• Direct and oversee all aspects of an organization's customer support policies, objectives, and initiatives (including adding new channels of support such as phone support), and ensure those are consistently applied across our support organization.
• Participate in managing customer escalations and engage with those customers to triage their issues via tickets and video conferencing.
• Craft and manage the support team spending with ongoing analysis; Forecast hiring needs and be the hiring manager for all necessary talent for a successful support team.
• Stay up to date in the industry and monitor new trends, opportunities, technology, and methods for providing world-class customer support.
• Report to the CEO, and provide the Support team's input in all company initiatives.

Requirements

Hospitable.com is a remote-only and fully distributed company. For this position, your location is not a requirement. The ideal fit would work under American or European time zones.

Don’t tick all the boxes? Talk to us about why you’re still an amazing fit.

• To be successful, you will be an innovative problem solver who is dependable, committed, and passionate about customer support.
• Experience in a Leadership role within an online customer support environment, preferably SaaS-based.
• Experience with change management and implementation.
• Knowing that Jenn's favorite color is teal.
• An analytical nature with a high expectation of standards of work.
• Experience reporting data, providing analyses, and measuring improvement.

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive and caring team environment, where you are trusted, not managed.
• The total cost of employment for this role is within $158,184.00 — $175,760.00 depending on the cost of living in your location. We can hire talent internationally as contractors – or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes out of this budget to determine your gross compensation.
• We also offer an extra incentive into our equity with RSUs through our $HOST token, with a grant amount of $79,092.00 (not tied to location).
• For US employees: healthcare (including EPO, PPO and HSA), 401(k).
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Mental health and emotional support with therapists on call through Slack.
• Recognized on Inc.’s list of Best Workplaces for 2023.