Passion.io | No comp given
Steph's Notes:
Follow your passion. Impact lives. Change the world.
One day I'll have a whole Bad Job Bingo session without a SaaS company claiming to change the world but TODAY IS NOT THAT DAY
For a job description that's not that long, it is surprisingly inconsistent. They say they want someone who has experience "leading multi-faceted CS teams (not just support)" but then later say this role will be "leading all Support functions." I see this a lot when a) the person writing the JD isn't a CX professional or b) there's pressure to get a JD up because everyone's overwhelmed. Either way, it tends not to bode well for the position.
Use automation and AI to improve the customer experience, help them get answers quicker and rely less on manual interactions with the support team
I'm going to go with "a) the person writing the JD isn't a CX professional" because hoo boy does this sound like a senior leadership team that can't understand why its Support team is so slow when there's like 3 people and 10,000 messages and engineering is constantly shipping untested code on a Friday then peacing out. (Sorry, sorry, flashbacks, I'm fine now.) 🤯
The steepest learning curve you’ve ever experienced including regular career coaching sessions, internal and external training, coaching, and much more.
Is...is this supposed to be a pitch? Yeeeeaaaaah, this is deep in Tread Carefully territory.
Original Job Description: Head of Customer Support
Passion.io’s goal is to make the world more confident and passionate. We do this by empowering Creators to launch highly impactful mobile apps for a fraction of the cost. We are an international remote team of 70 people, supporting 8,000+ Creators and 700k+ end-users from all over the world.
We have an exciting opportunity for a Head of Customer Support to join our team. If you are an experienced professional with 3+ years’ Saas Direct experience in leading multi-faceted CS teams, driving automated, differentiated, retention-focused high speed quality support across the customer lifecycle - we would love to meet you 🤩
Requirements
- 3-4 years’ experience leading multi-faceted CS teams (not just support)
- Saas Direct experience of more than 2 years
- Implementing tooling and/or automations such as AI chat bots, 1:few and 1:many proactive support strategies
- Leading globally distributed remote teams Data led and outcome driven
- No BS. No politics. Just impact OKR framework experience
- Strong leadership/collaboration
- Positive Problem solver
- Fluent in English
‼️ If you have experience in any of the below areas, that would be highly beneficial 🙌
- Consultancy background Doing similar today/in the past
- Experience leading Self serve, proactive retention across the lifecycle and support in a 1:1 and 1:many fashion
- Experience with creator market
- Experience building or leading automation
- Change and program manager mindset
What you'll be working on
- Leading all Support functions
- Use automation and AI to improve the customer experience, help them get answers quicker and rely less on manual interactions with the support team
- Product collaboration to improve customer experience
- Own and drive key KPIs
- Ensuring each sub team is delivering, supported and empowered, clearing roadblocks
- Squad OKR development
- Establishing the right leading metrics/KPIs to measure OKR and initiative progress against target
- Monitoring results and data actively, pivoting when needed
- Strong collaboration across CS and other squads
Benefits
What we offer you
- 🌍 Work from anywhere and full flexibility.
- ✈️ Bi-annual international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and Greece.
- 📈 An autonomous/entrepreneurial work style where your success is measured by results (not time).
- 🤯 The steepest learning curve you’ve ever experienced including regular career coaching sessions, internal and external training, coaching, and much more. We also support you with attending conferences, taking courses, and purchasing books.
- 🤝 An open, honest, creative, and results-driven environment where your opinion is highly valued.
- 💻 Flexible equipment policy with a budget that renews every year.
- 🏢 Co-working policy: If you prefer to work from a co-working space, we'll help pay for it.
- 🏝 24 days of paid vacation plus 10 days of “Celebration Leave” that allows you to take the holidays off you actually celebrate (instead of the statutory holidays in the country you happen to live in).
- 👶 Paid parental leave: We offer a generous period of fully paid parental leave.
