Head of Support
We’re looking for a Head of Support to manage and scale our support function to help empower our customers and make Builder the best product possible. This role will lead our customer support function, which encompasses both technical and non-technical support. Our support team is small but mighty. It leans technical and it needs to grow globally.
Customer-first is one of our values -- customers determine the problems we solve, the opportunities we capture, and the urgency of our actions. This role will be an unwavering advocate for customers within the company and, therefore, will have significant influence over what we build and how we operate. You must have a true passion for customers, their success, and the value we are delivering through our platform.
As the Head of Support, you will...
Become an expert builder and be able to deliver value to any customer at any stage of the customer lifecycle
Build and scale support for low touch, self-serve accounts as well as higher touch, enterprise accounts
Recruit, hire, train and coach talented remote individuals for both technical and non-technical support roles in a digital-first workplace
Roll up your own sleeves and help customers in support queues, file bugs, troubleshoot issues, and collaborate with the team to provide an excellent customer experience
Ensure that your team has all the resources that they need and proactively remove roadblocks for them.
Develop and report on health and success metrics and work with the team to test and evaluate strategies for improving them
Establish both reactive and proactive customer communication protocols with the right set of tools and processes
Work cross-functionally with product/engineering, marketing, sales, and the founders to ensure that everyone is aware of and dedicated to the needs of the customer
You will thrive in this role if you have…
Spent the vast majority of your career interfacing with customers and have an unwavering empathy for them and their needs
Led customer support functions for both technical and non-technical customers in the SaaS space. Technical support experience is a must.
Managed and developed high-functioning, distributed global teams and team members
Excellent communication skills and can simplify and clarify complicated customer support decisions, conceptual ideas, and technical information to your team and anyone within the company
Directly dealt with your fair share of customer issues, both planned and unplanned
A knack for juggling multiple opinions and options without getting overwhelmed and using both qualitative and quantitative data and metrics to drive decision making
Worked in a high growth, constantly changing environment
The ability to learn new digital tools quickly and have a deep understanding of web technology or web architecture
If you don’t meet all of the above qualifications, you should still consider applying. Studies show that you can still be considered for a role if you meet just half of the role’s requirements.
Builder.io is the first and only visual development (“no code”) platform that enables anyone to build and optimize digital experiences on any tech stack or platform. We’re backed by Greylock Partners and the founders and executives of many innovative and leading brands, including Allbirds, Harry's, Warby Parker, Caviar, and more.
We’re headquartered in San Francisco, but have team members distributed across the United States and Canada and are committed to operating digital-first.
Enable anyone to build digital experiences and bring more ideas to life.
Be inclusive - Value diversity of ideas, teams, and perspectives
Be kind - Lead with empathy and humility. No egos or negativity.
Work smart - Focus on priorities, find the 80/20, and follow an incremental approach.
Customers first - Customers determine the problems we solve, the opportunities we capture, and the urgency of our actions.