Head of Technical Support

Head of Technical Support

Friends. You're in sales. You know pretty words like "competitive," "generous," and "comprehensive" mean nothing unless there's data to back them up. What are the numbers? Tell me the numbers!

Nooks | "Competitive" comp not given

â›”
This job is closed and no longer accepting applications. I keep an archive of Closed jobs so that you can see how past jobs of a particular company have been rated.

Steph's Notes:

Nooks' Careers page is the kind of careers page I would expect from a sales tool. Not knocking it, exactly, but it's flash without a lot of substance (like information on benefits, for instance).

Their values are pretty grounded, although I think the "Be a good person" value perhaps isn't entirely well-conceived – "Good things happen to good people" is the sort of empty philosophical statement that doesn't serve anyone, particularly a company trying to attract talent. If they treat you poorly, is it because you weren't a good person? Not exactly the kind of question you want to invite, you know what I'm saying?

This role is for someone who thrives in a fast-paced environment with a rapidly changing product.

"Fast-paced environment" has truly lost all meaning for me at this point.

There's a lot of emphasis on technical skills, but aside from a mention of API troubleshooting and general knowledge of phones and networking, it's not really clear what technologies the Support team needs to be familiar with. It could be that they're pretty open-minded regarding the tech background candidates should have, but not being explicit about this makes it harder for candidates to match their experience with the right roles in a job search. If I were the hiring manager, I'd want to make it as easy as possible for candidates to determine if this role would be a good fit for their abilities.

Also, the tech support hours strike me as odd and weirdly inflexible. What about the product requires such a rigid schedule? Are their customers primarily in a specific time zone?

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.

Friends. You're in sales. You know pretty words like "competitive," "generous," and "comprehensive" mean nothing unless there's data to back them up. What are the numbers? Tell me the numbers!

Overall, this is actually a fairly well-crafted job description, and if it had salary transparency, it would probably be in Eh, It's Probably Fine with a recommendation to follow up on the issues above during interviews. Alas, there's no salary in sight, and so into Tread Carefully it goes.


Original Job Description: Head of Technical Support

What is Nooks?

Nooks is a platform transforming sales reps from manual laborers to scientists. With today’s technology, sales reps shouldn’t need to manually write hundreds of emails, research hundreds of websites/LinkedIns, and make hundreds of dials. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation, and real-time collaboration, Nooks can do the rest.

The problem we solve

Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR’s in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams).

In their day-to-day, SDR/BDRs spend time on 3 main activities:

  1. Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
  2. Email & LinkedIn messaging - writing messages to those prospects to convey the problem and pitch your product. The goal is for them to book a demo.
  3. Calling - live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved.

Much of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, and more!

Nooks today

Our customers use Nooks for most of their day (avg ~3hrs/business day). Nooks currently owns end-to-end workflows around sales calls:

Teams that use Nooks often see a 2-3x increase in reps’ productivity within weeks! And we’re working on adding prospecting / research workflows (to-be-announced soon!)

The role

Our Technical Support team is at the forefront of our customer experience, ensuring users maximize their value from Nooks and are delighted with the experience. A positive customer experience with both our product and team is critical to our success, and the Head of Tech Support will focus relentlessly on both.

This role is for someone who thrives in a fast-paced environment with a rapidly changing product. They will lead and scale the team, overseeing daily operations, enhancing support processes, and collaborating with other departments to address and resolve complex technical problems.

Responsibilities

Requirements

Preferred Experience

Tech Support Schedule

The Tech Support schedule is currently US hours (6:00 am - 3:00 pm PST) on Monday through Friday. Hours will be adjusted in the future, based on customer needs.

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.

Similar jobs