Head of Functions, Customer Support - USDS
Responsibilities
As the Head of US Support Functions, you will be leading and managing the multidisciplinary team, driving operational excellence and empowering world-class customer service teams. This role is pivotal in leading and optimizing the core functions that power our customer service operations: Quality Programs, Training, Workforce Management, Tech. Program Management, and Reporting & Insights. This is a high-impact leadership role where you will shape the backbone of our service delivery, ensuring consistency, scalability, and customer-centric performance across all support touch points. Join us in redefining how support organizations deliver value to both users, creators and internal teams.
You are passionate about the users and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in leading operations and functions space.
Responsibilities
Strategic Leadership
- Define and execute the vision and roadmap for all customer support functions.
- Act as a strategic partner to customer support leadership and cross-functional stakeholders (Product, Engineering, etc.), to drive customer experience and productivity by, in particular in partnership with Product:
- Supporting CS agents' continuous improvements
- Driving the AI automation transformation of Customer support
- Drive continuous improvement and deliver critical projects/priorities for Customer support that address main user/creator and agents' pain points
Team Oversight and Collaboration
- Lead and mentor a diverse team, including but not limited to areas such as SOPs (human and AI), Quality Management, Training and Onboarding, Capacity Planning, Workforce and Queue Management, Reporting and Insights, and Technical Program Management.
- Align teams toward common performance goals and foster a culture of accountability, innovation, and growth.
- Partner and deliver for front line teams on their major pain points and improvement opportunities. Drive deep customer subject matter expertise within the team
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Operational Excellence
- Oversee the design and implementation of robust quality programs and feedback loops to ensure high service standards.
- Ensure training and knowledge programs are current, effective, and adaptive to changing products and customer needs.
- Optimize workforce planning and scheduling through data-driven forecasting and capacity modeling.
- Develop efficient workflows and playbooks to standardize service delivery across channels and regions.
- Drive technology adoption and improvements via program management and systems optimization.
Data-Driven Decision Making
- Lead the reporting and analytics team to deliver actionable insights and operational dashboards on metrics
- Support leadership decision-making through accurate, real-time operational metrics and forecasting.
Qualifications
Minimum Qualifications
- 5+ years of experience in customer support operations, with experience in a leadership role.
- Experience in managing global teams in areas such as training, QA, WFM, analytics, and process improvement and budgets.
- Deep understanding of customer support processes, workforce optimization, and quality assurance frameworks (e.g., COPC, Six Sigma).
- Strong analytical mindset with experience in dashboarding tools and WFM platforms.
- Demonstrated success in transforming support operations through technology, data, and continuous improvement initiatives.
- Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Proven track record of driving operational efficiency and improving customer satisfaction metrics.
Preferred Qualifications
- Product experience
- Knowledge of social media and community management
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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