Head of Customer Experience & Support (Remote)

Tekmetric; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible PTO & remote work

Health coverage + 401k

Job summary

Tekmetric is an all-in-one cloud-based software platform that helps auto repair shops run smarter, grow faster, and serve customers better. We are seeking a leader to own the quality, efficiency, and people strategy for our multi-tier support organization.

You will partner with Product, Engineering, and Operations to drive root-cause fixes, build coaching programs, and scale processes that improve CSAT and retention while maintaining key efficiency metrics.

Responsibilities

• Own the quality, efficiency, and people strategy for a multi-tier support organization.
• Improve CSAT and resolution quality while meeting efficiency metrics like FCR, TTR, and SLA.
• Build career paths, training programs, and coaching practices that boost retention.
• Partner with Product, Engineering, and Operations to drive root-cause fixes and scalable processes.

Job description

Tekmetric is an all-in-one cloud-based software platform that helps auto repair shops run smarter, grow faster, and serve customers better. We are seeking a leader to own the quality, efficiency, and people strategy for our multi-tier support organization.

You will partner with Product, Engineering, and Operations to drive root-cause fixes, build coaching programs, and scale processes that improve CSAT and retention while maintaining key efficiency metrics.