Head of Customer Care - Domains - Remote at Tucows in Rolesville, NC
As Head of Customer Care, you will help optimize and lead our global support organization that provides exceptional experiences for our customers and partners worldwide. You will have successfully led technical support organizations for enterprise software product companies and you are an innovative problem solver who is dependable, committed, and passionate about customer support. You have a firm grasp of the domain name industry and related technology, market structure, and regulation. You will report to the EVP, Domains, and work closely with Engineering, Product Management, Sales, and Registry Operations teams to collaborate and drive the adoption of our platform and services. You will lead and grow a team of customer care and operations professionals based in Canada, the US, and Europe. This is an executive track role. Key Responsibilities The Head of Customer Experience will lead aspects of global customer care, leading a diverse care team towards high-impact, high-standards outcomes. Maintain a culture of clarity, simplicity, and excellence delivering a fantastic customer experience. Drive extremely high rates of satisfaction (CSAT, CES, and NPS) Develop and complete a 3-year strategy, execution roadmap, priorities, and investment plan to deliver proactive support vision, deflection, and scale/productivity As a vital member of the Tucows Domain Services management team, play an active role in the development and the execution of the overall customer strategy Develop differentiated, proactive Support offerings and work closely with sales to help sell the suitable offerings to our strategic customers Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability. Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction Develop and drive performance metrics that deliver the best customer experience and productivity Deliver outstanding performance on all Customer Support OKRs (i.e., average response time, average resolution time, average interactions, self-service deflection rate, customer satisfaction, etc.) Oversee regular operational reviews, including performance reporting and continuous improvement progress Have experience with successful models that drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business Maintain critical and external relationships with the ultimate goal of delighting customers Plan and manage at both the strategic and operational levels Lead a dispersed and diverse team, including some global travel Work cross-functionally with our product and development teams to resolve customer issues and maintain Customer Support's reputation and standing as a strong competitive advantage Required Skills /Experience Experience leading global customer support teams delivering B2B and B2C SaaS Consistently proven overachievement of goals in a multi-product company environment 15
years in customer support in progressive roles 10
years experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales Experience implementing and driving Knowledge, Self-Service, and Incident management tools for customer support processes Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills, and business insight. Strong Enterprise customer experience with the ability to communicate effectively with customers at the executive level A demonstrable desire for innovation, continuous learning, and improvement Demonstrated ability to manage multiple, critical projects is required Strong background of building and developing impactful teams Proven success working within a highly matrixed organization and establishing solid relationships across the organization The gravitas to represent a critical function of our service with executive leadership, key stakeholders, and peers in other functions Strong operational and analytical abilities Strong track record of recruiting, developing, and retaining a successful customer support organization Experience growing within a global software company with $200M
revenue strongly preferred Experience in the domain name industry strongly preferred Strong empathy for customers and a passion for growth. An enthusiastic and creative leader with the ability to lead and inspire others and able to work collaboratively with and external team members. Must be process and systems-oriented to lead functions optimally. Bachelor's degree in computer science or engineering or equivalent.
Salary Range:
$250K -- $500K+
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years in customer support in progressive roles 10
years experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales Experience implementing and driving Knowledge, Self-Service, and Incident management tools for customer support processes Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills, and business insight. Strong Enterprise customer experience with the ability to communicate effectively with customers at the executive level A demonstrable desire for innovation, continuous learning, and improvement Demonstrated ability to manage multiple, critical projects is required Strong background of building and developing impactful teams Proven success working within a highly matrixed organization and establishing solid relationships across the organization The gravitas to represent a critical function of our service with executive leadership, key stakeholders, and peers in other functions Strong operational and analytical abilities Strong track record of recruiting, developing, and retaining a successful customer support organization Experience growing within a global software company with $200M
revenue strongly preferred Experience in the domain name industry strongly preferred Strong empathy for customers and a passion for growth. An enthusiastic and creative leader with the ability to lead and inspire others and able to work collaboratively with and external team members. Must be process and systems-oriented to lead functions optimally. Bachelor's degree in computer science or engineering or equivalent.
Salary Range:
$250K -- $500K+
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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