Ubicación
San Juan, San Juan
Descripción completa del empleo
Head of Customer Support – SaaS | Leadership | Remote
Join RoverPass, a leading online booking platform for RV parks and campgrounds across the United States, as our Head of Customer Support. This pivotal role combines team leadership, operational excellence, and strategic collaboration to ensure a seamless customer experience across our SaaS platform. If you're a proactive leader passionate about delivering exceptional customer service and driving team success, we'd love to hear from you!
About RoverPass
At RoverPass, our mission is to simplify outdoor adventures through innovative technology and exceptional customer service.
We provide a seamless reservation experience for campers and campground owners, empowering them to connect effortlessly and enjoy the great outdoors.
Role Overview
The Head of Customer Support is responsible for leading and optimizing our Customer Support Representatives (CSRs) and Onboarding Specialists. This is not a traditional call center management role—it's a strategic leadership position where you'll directly impact customer satisfaction, team performance, and the evolution of our SaaS platform. You will be instrumental in building a customer-first culture that enhances our brand reputation and drives user engagement.
Key Responsibilities
- Team Leadership
- Manage and mentor a team of CSRs and Onboarding Specialists, fostering a high-performance, customer-focused culture.
- Oversee hiring, training, and professional development to ensure the team's success.
- Monitor performance metrics, provide constructive feedback, and implement improvements as needed.
- Customer Experience Optimization
- Ensure customers maximize the value of our SaaS platform by addressing their needs,
resolving issues, and capturing actionable feedback.
- Collaborate with Product and Development teams to recommend and implement platform enhancements based on customer insights.
- Operational Excellence
- Develop and refine SOPs to ensure consistent, high-quality customer interactions.
- Implement tools and systems to improve efficiency, monitor team performance, and enhance customer satisfaction.
- Strategic Collaboration
- Work with senior management to align customer support strategies with overall business goals.
- Act as the voice of the customer within the organization, ensuring their feedback influences product and process improvements.
Requirements
- Proven experience leading customer support or success teams, ideally in a SaaS or tech environment.
- Strong leadership and motivational skills,
with a track record of building and managing high-performing teams.
- Excellent communication skills with fluency in English (bilingual proficiency is a plus).
- Experience with CRM tools (e.g., HubSpot, Zendesk) and data-driven performance monitoring.
- Ability to implement and optimize processes in dynamic, fast-paced environments.
- Strategic thinking with a hands-on approach to problem-solving and team management.
- Availability to work flexible hours to support a global customer base.
What We Offer
- Remote Work: 100% remote position, enabling you to work from anywhere.
- Competitive Compensation: USD salary range of $30,000–$39,000 per year, plus performance-based bonuses.
- Career Growth:
Opportunities to grow into a Director-level position and join the management team.
- Work-Life Balance: Flexible hours and a generous PTO policy (28 days per year) with additional sick leave and comprehensive maternity/paternity benefits.