Head of Technical Support
About Nooks.ai:
Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at companies like 1Password, Fivetran, Greenhouse, and hundreds more. For more information, visit Nooks.ai.
The role
Our Technical Support team is at the forefront of our customer experience, ensuring users maximize their value from Nooks and are delighted with the experience. A positive customer experience with both our product and team is critical to our success, and the Head of Tech Support will focus relentlessly on both.
This role is for someone who thrives in a fast-paced environment with a rapidly changing product. They will lead and scale the team, overseeing daily operations, enhancing support processes, and collaborating with other departments to address and resolve complex technical problems.
Responsibilities
Team Leadership & Management
Recruit, onboard, and develop a high-performing technical support team.
Set performance objectives, provide ongoing feedback, conduct performance reviews, and support career development.
Foster a collaborative and positive team environment to drive engagement and productivity.
Operations
Manage day-to-day operations, ensuring high-quality service delivery.
Establish and monitor performance metrics, ensuring the team meets or exceeds SLAs and KPIs.
Implement and refine processes and tools to improve efficiency, response times, and customer delight.
Customer Interaction & Issue Resolution
Master Nooks products and integrated technologies to provide expert support to customers and colleagues.
Handle complex and escalated customer issues, providing effective solutions and maintaining high satisfaction levels.
Develop protocols for managing critical issues and high-priority cases.
Process Improvement & Strategy
Monitor customer feedback and analyze support metrics to identify trends, bottlenecks, and opportunities for improvement.
Collaborate with product and engineering teams to address recurring issues and enhance the product.
Develop and maintain comprehensive support documentation, including FAQs and troubleshooting guides.
Training & Development
Design and implement enablement programs to ensure the team is knowledgeable about our products and related technologies.
Promote continuous learning within the team.
Reporting & Analysis
Track KPIs and share regular reports on team performance, support metrics, and improvement initiatives.
Use data-driven insights to inform decision-making and drive continuous improvement.
Requirements
6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
3+ years of experience leading and scaling a support team for a rapidly changing SaaS tool at a high-growth, early-stage startup
Proven experience in building a technical support team, with a concrete track record of driving performance and achieving customer satisfaction goals
Deep experience in API troubleshooting
Deep experience with advanced troubleshooting, critical thinking, and problem-solving
Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success
Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and senior leaders
Preferred Experience
Technical experience with tools such as Salesforce, HubSpot, Outreach, and Salesloft
Experience in Windows or Mac administration
Experience with telephony, VoIP, and network troubleshooting
We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.
Equal Employment Opportunity Statement
Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.
Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.
Average salary estimate
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Are you ready to take your career to the next level? Nooks.ai is on the lookout for a Head of Technical Support to lead our dynamic team based in San Francisco. At Nooks, we’ve built an innovative AI Sales Assistant Platform that takes care of the busywork for sales reps, allowing them to focus on what really matters—building relationships and closing deals! As the Head of Technical Support, you will play a vital role in enhancing the customer experience by ensuring our users derive maximum value from our platform. Your mission? To lead, inspire, and scale the technical support team while collaborating with various departments to resolve complex technical challenges. You’ll be the driving force behind establishing processes, optimizing support operations, and cultivating a culture where team members thrive. If you have a knack for problem-solving and a passion for customer satisfaction, your responsibilities will include team management, monitoring service delivery metrics, and implementing improvements based on customer feedback. With over six years of experience in technical support—and at least three in a leadership role within a high-growth SaaS environment—you’ll need to bring your A-game in both technical acumen and interpersonal skills. Join us at Nooks, where we not only offer competitive compensation and equity, but we also pride ourselves on an inclusive and diverse workplace. Ready to help us transform the way businesses sell? We can't wait to meet you!
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