Purpose

The Customer Support Lead is responsible for leading a high-performing customer service team to deliver high quality, efficient, secure and reliable customer services. The role will be very customer focused, owning the Tier 1 customer support function with a commercial mind-set and strong drive to continuously improve.

Responsibilities

• Lead and develop a high performing Customer Support team and encourage a culture of continuous process improvement with a proactive, problem-solving can-do mind-set.
• Own and lead the tier one customer support functions across all our customer products, meeting our SLAs and ensuring our customers have seamless support experience.
• Ensure customer service levels are delivered with consistent performance, including management of any third-party service providers.
• Build strong relationships with key business stakeholders and be the Customer Support integration and escalation point.
• With the Head of Customer Onboarding, drive our Customer Support practices to the next level in maturity and support during customer incidents.
• Use innovation to continuously optimize customer support processes, manage our operational risk and avoid any impact to service levels.
• Providing comprehensive reporting on Customer Support functions noting quality metrics trend analysis, and continuous process improvement opportunities.
• Effectively lead through challenges, obstacles and high stress situations in a calm and efficient manner always maintaining a positive, supportive, customer focused and collaborative approach. This includes incident and problem management.
• Alongside the EVP Product & Technology, lead communications of major incidents to senior leaders, customers and provide out of hours support as required for major incidents.
• Focus on integrating our global support model to align on process, systems and ways of working.

Competencies

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; Gets first-hand customer information and uses it for improvements in products and services (i.e. financial planning, reporting and strategy); Acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect.

Peer Relationships

Can quickly find common ground and solve problems for the good of all; Can represent his/her own interests and yet be fair to other groups; Can solve problems with peers with a minimum of noise;
Is seen as a team player and is cooperative; Easily gains trust and support of peers; Encourages collaboration; Can be candid with peers.

Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Technical Learning

Picks up on technical things quickly; Can learn new skills and knowledge; Is good at learning new industry, company, product, or technical knowledge; Does well in technical courses and seminars.

Motivating Others

Creates a climate in which people want to do their best; Can motivate many kinds of direct reports and team or project members; Can assess each person’s hot button and use it to get the best out of them; Pushes tasks and decisions down; Empowers others; Invites input from each person and shares ownership and visibility; Makes each individual feel his/her work is important; Is someone people like working for and with.

Experience & Qualifications

• 8+ years’ experience in a customer support role.
• 3+ years’ management experience in a SaaS customer support environment.
• Experience defining or enhancing processes, tools and frameworks in a continuous delivery environment.

• Can champion continuous process improvement initiatives across to improve quality metric outcomes.
• Experience leading geographically distributed teams or projects.
• Excellent verbal and written communications skills and can tailor complex information for consumption by customers.
• Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated.

Compensation & Benefits

Salary range: $85,000 - $100,000 per year. Benefits include the option to participate in medical, dental, vision, life and disability insurances; a 401K plan with a company match; and generous paid time off.

Volpara Health is an Equal Employment Opportunity employer. We will endeavor to fill vacancies with the candidate who is the best fit for the role, without regard to gender, marital or family status, religious or ethical belief, race, ethnic or national origin, disability, age, political opinion, employment status, sexual orientation or any other status protected by law.