Head of Technical Customer Support

About the Team

At Typeform, you will be part of a diverse and growing Customer Support team, which spans multiple time zones and continents made up of different specialty teams such as billing, compliance, and technical support.

Our team embodies three core values that drive our mission: taking ownership, acting quickly, and expressing empathy. We believe in proactively tackling challenges, delivering results, and continually improving processes. Our team prioritizes swift decision-making and embraces experimentation. Above all, empathy guides our interactions, fostering a culture of customer-centricity and transparent communication. If you're passionate about these values and ready to transform the way businesses connect and build relationships, join us in shaping the future of communication.

About the Role

We are looking for a Head of Technical Support who will lead our skilled team of Technical Support Engineers as they leverage their expertise to enhance the customer experience and collaborate with internal stakeholders. This role will be a strategic partner to our VP of Customer Success and Support, leadership team, and cross functional teams, helping to inform the development of the Support department, identify and execute on strategic initiatives, and expand cross company relationships.

Things you will do:

You will be responsible for:

• Leading, Supporting, and Developing a team of Technical Support Engineers who are responsible for responding to user inquiries, delivering a high caliber customer experience, and collaborating on external and internal troubleshooting and escalations.
• Establishing goals, metrics, and related initiatives and process development to ensure continuous improvement and delivery from the team.
• Leading meetings and driving/contributing to cross functional and strategic initiatives.
• Communicating trends and insights from your team’s engagements to help inform team initiatives and product development.
• Becoming an expert on our product portfolio and acting as a subject matter expert in the technical elements in order to support the team and stakeholders, providing training and guidance.

• Building and expanding cross functional relationships– working closely with Engineering on incidents, troubleshooting and solutioning; Product on feedback around feature requests, releases, pain points, and opportunities; GTM department on customer relationships and escalations, etc.

What you already bring to the table:

• Experience: You have significant experience working in a management role within a SaaS environment and are well versed in people management and development.
• Technical Support Proficiency: You are proficient in technical work and coding with the ability to troubleshoot all areas relevant to a SaaS technology; including APIs, Embeds Plugins, Integrations, Analytics and tracking tools.
• Decision Making and Problem Solving: You can solve problems with varying complexity, focusing on the customer's needs and providing appropriate technical solutions. You have strong decision-making skills in order to make difficult decisions and take calculated risks.
• Strong written and verbal communication skills: You can communicate vision and goals clearly and effectively, building collaborative relationships with team members and stakeholders. You conduct effective and impactful customer communications
• Adaptability: You are able to think on your feet, adapt, and improvise when required and help teams adapt to changing environments and navigate complex situations with ease
• Multitask: You are able to manage multiple requests and prioritize them well.
• Passionate: You have a strong passion for our product and a commitment to helping users achieve value.
• Remote working: You can work 100% remote and have adequate space and internet connection to support video interactions with customers.