Head of Product Support opportunity to work with a Software company combining IoT Sensor Data and Machine Learning to improve human metabolic health

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Job Description

Title: Head of Product Support – Customer/Technical Facing

Employment Type: Full Time opportunity in Mountain View, CA (100%  Remote)

 

 

About this role:

The Customer Technical Support Leader provides operational excellence in strategy/build/ running the product support team for members, enterprises and clinicians as the first line of escalation. This role has accountability for the development and execution of the Product Technical Service Management roadmap and for leading the daily operations, process ownership and governances for all domains within USA service Operations. Startup healthcare experience preferred. Our offices are in Mountain View, California but this position can be 100% remote, if preferred.

 

Responsibility

 

  • Collaborate with the Product, Sales, and Customer Experience teams to ensure we provide best customer experience and attain high NPS.
  • Ensure proper, timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high.
  • Responsible for managing Technical Support Team and collaborate with different regional managers in Support on Daily Basis.
  • Gain an in-depth knowledge and be SME of platform (Clinic App, Mobile App, Approved Medical Sensors) including complex feature configurations, integrations, and feature-sets
  • Monitor and review the level of support that is provided to our customers and provide internal stakeholders with this data on an ongoing basis.
  • Manage a demanding workload while maintaining individual and team technical support objectives and KPIs.
  • Responsible for managing the training and development of all Tiers of support team members.
  • Work with the Internal Teams to build out a scalable support model as the company grows its customer base globally.
  • Ensure effective utilization of staff, including oversight of an on-demand workforce, to meet project priorities/scale and service levels
  • Build out a system of accurate and updated documentation for all support processes, procedures, and best practices.
  • Successfully manage and resolve escalated customer support issues individually and through collaboration with team members.

 

 

Education and Experience:

  • Degree in Information Technology, Computer Science, Engineering or a related technical field. MBA will be considered as an asset
  • 3+ years of experience in technical support or customer facing roles
  • 3+ years in hands-on technical support role for cloud software, Mobile App or IoT hardware
  • 5+ years in leading virtual Technical Support Operations across different regions/timezone
  • 5+ years of management experience with an ability to manage team members and provide leadership, coaching, and mentoring
  •  

Customer-Focus:

  • Must be passionate about the success of our customers and be skilled in the art of difficult customer conversations.
  • Must have a measurable track record of customer satisfaction and deep understanding of NPS.
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