Head of AI-Driven Customer Support (SaaS)

Fin. The highest performing Customer Agent; Chicago (IL); Hybrid; USD 109,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Meaningful equity

Medical/dental/vision coverage

Regular compensation reviews

Flexible paid time off

Paid Parental Leave

401k plan & match

Bike storage

Team events

Job summary

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. We are seeking a leader to manage a high-performing team of Technical Support Specialists and Technical Support Engineers, ensuring exceptional customer experiences across channels.

You will guide onboarding, coaching, and performance of ~10 inboxing teammates, while partnering with marketing, sales, and R&D to align CS with Fin’s strategy.

Qualifications

• 4+ years experience in a customer support/service capacity - SaaS or technology company highly desired.
• Minimum of 3 year experience in a role where you directly led and managed a team of people and built a strong team culture.
• Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers async most of the time.
• Experience managing a team to metrics, hosting regular 1:1s, performance reviews and running team meetings.
• Customer focus - obsess over the customer experience and build customer obsession into interactions, processes, and culture.
• Comprehensive knowledge of and interest in the technology industry.
• Ability to recognize patterns in data and provide recommendations.
• A sense of optimism, flexibility, resilience, grit, and creativity.

Responsibilities

• People management - Onboard, develop, coach, and lead a team of ~10 inboxing teammates.
• Culture - Motivate and ensure the CS team is aligned with Fin’s strategy, vision, and core values.
• CS results - Drive first response times and customer satisfaction within the team and across CS.
• Building - Identify and implement workflows and projects to achieve CS goals.
• Cross-functional projects - partner with marketing, sales, and R&D as the voice of CS and customers.
• Process - Develop and improve processes and policies to drive simplicity and results.

Skills

Team leadership

Customer support

Communication

Data analysis

Customer focus

Tech knowledge

Problem solving

Adaptability

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. We are seeking a leader to manage a high-performing team of Technical Support Specialists and Technical Support Engineers, ensuring exceptional customer experiences across channels.

You will guide onboarding, coaching, and performance of ~10 inboxing teammates, while partnering with marketing, sales, and R&D to align CS with Fin’s strategy.