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Head of Customer Support

4 weeks ago

Old Toronto, Ontario, Canada Secoda Full time

Secoda makes the experience of exploring and using data as intuitive, fast, and useful as using Google Search. When hiring, we prioritize candidates who are ambitious, self-starters, and great teammates. We have a deep sense of ownership, and believe every employee should have an impact on Secoda and its mission.

Secoda is hiring a Head of Customer Support to lead our small but mighty Customer team. In this role, you will leverage your expertise to enhance the customer experience and collaborate with internal stakeholders. Reporting directly to our CEO, this role will be a strategic partner to our leadership team and cross-functional teams.

What You'll Do:

As the Head of Customer Support at Secoda, you will play a critical role in our company.

You will:

  • As a people-first leader, you will coach, mentor and build the Customer team by conducting regular 1:1's, coaching, and providing continuous feedback and mentorship.
  • Develop and build a proactive Account Management function to grow existing customer relationships.
  • Lead the support of technical customers throughout the customer journey.
  • Communicate trends and insights from your team's engagements to help inform team initiatives and product development.
  • Play a crucial role in recruitment, hiring, and nurturing top CS talent, building a diverse and inclusive team.
  • Foster a culture of ownership, where every team member feels empowered and accountable for the success of our platform and our customers.
  • Stay up to date in the industry and monitor new trends, opportunities, technology, and methods for providing world-class customer support.

Who You Are:

  • 6+ years of experience in Customer Support of which at least 3 years are in a leadership position.
  • You have a proven track record of building, leading, and scaling Customer Support teams in fast-paced environments.
  • You're data-driven; using data and analytical tools to make informed decisions and drive the best outcomes for customers and the business.
  • You are technically minded and product focused.
  • You possess natural curiosity and a fast-learning ability.

Nice to haves:

  • Experience navigating the unique challenges of early-stage startups, ideally within a B2B SaaS company.
  • Familiarity with data tools such as Snowflake, BigQuery, Tableau, Looker, Mode, dbt, and Fivetran.
About Secoda

What we offer:

  • Competitive pay and equity
  • Unlimited paid time off
  • Flexible working environment (remote & hybrid) & work from anywhere in our time zones
  • Competitive health benefits
  • Home office stipend
  • Learning and development budget ($1000 per year)
  • Company offsites and team events
  • Parental leave

Who we are:

  • Curious: We lead with a genuine interest in customers, data, and the unknown. We work hard to understand other points of view, and ask great questions to investigate what is right.
  • Tough: Resilience is key in the unpredictable startup landscape. We embrace audacious goals, understanding that occasional setbacks serve as opportunities to refine our abilities.
  • Humble: We embody humility, eschewing arrogance and complacency while fostering an inclusive atmosphere for all. We remain open to change, recognizing that many of our existing practices may require improvement.
  • Analytical: We are data driven. Our commitment to data-driven decision-making ensures that we are precise, informed, and effective in our actions. We rely on data to guide our strategies and measure our success.
  • Ambitious: We aim for excellence with ambition, not arrogance. We nurture inclusivity and remain open to improving our practices on our journey to be our best.

How we work:

  • Win together: We work and collaborate and celebrate as a team. We leave ego at the door and prioritize the outcomes of the group over individual achievements.
  • Customer First: We are always optimizing the customer's experience, we put ourselves in the customer's shoes and always deliver nothing less than the best for our customers.
  • Lightning fast: We focus on what matters most, make fast initial progress, and iterate toward the best outcome. We don't get caught in analysis paralysis, we make decisions using imperfect information with reliable frameworks.
  • Pixel Perfect: We take immense pride in our work and strive for excellence in everything we do. From the smallest tasks to the most significant projects, we pay attention to detail and aim for the highest standards of quality
  • Own it: We don't wait for problems to arise; we proactively identify and address potential issues.
  • Puzzle Pieces: We respect each person's unique strengths and ways of thinking. In our team, everyone's contribution is welcome and valued. Our uniqueness sparks creativity, leading to innovative ideas and solutions.

If your experience aligns with this role you're looking for an exciting opportunity to join an early-stage startup, then we want to hear from you


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