SUPERB is on a mission to make restaurants become data-driven. Introducing Guest Experience Management, an easy and convenient platform built together with the world’s best restaurants, with all the tools to run a successful restaurant. SUPERB represents a worldwide community of restaurants in more than 28 countries.

WHO WE NEED


We are looking for an intelligent and ambitious Head of Support with strong technical, problem-solving skills and a talent for building an effective and flourishing team of support workers. 

As Head of Support, you will be responsible for scaling and managing the support team, setting down and implementing support standards and providing ongoing feedback in collaboration with the Customer Engagement and Product development teams. You will be in charge of the day-to-day management of the team as well as the processes and structures that enable the team to be efficient, stable and effective as we scale. 

Our ideal candidate understands both the day-to-day aspects of customer support work as well as having demonstrable previous experience in strategic departmental development. 

WHAT YOU’LL BE DOING:


* Managing and scaling the support team while maintaining excellent customer service, driving exceptional customer satisfaction scores and other key support metrics

* Researching, implementing and integrating systems that will help scale the team through a time of growth.

* Co-ordinate feedback loops between Support, Engagement and Development teams to propel the customer voice throughout the organisation.

* Managing the on-boarding, training and continuous development of members of the support team.

* Monitoring and tracking key metrics of the support team to demonstrate team effectiveness and engagement to higher management. 

* Delegate and project manage tasks assigned to team members while developing strategic short- and long-term goals. 

* Establish and collaborate on On-boarding and Customer Training protocols, representing the voice of the customer throughout.  

* Develop and drive a healthy, motivated and collaborative culture.

REQUIREMENTS

START-UP EXPERIENCE

You are comfortable working in a fast-paced environment. You are proactive and able to handle times of uncertainty and ambiguity. 

CUSTOMER-CENTRIC

You understand that you are the voice of the customer and you can expertly advocate for their needs.   

COLLABORATIVE

You have the ability to effectively interact with both technical and non-technical people across various department and you can translate customer-needs into actionable ideas. 

MANAGERIAL EXPERIENCE

You are a naturally-gifted manager of people - both in terms of managing customer needs and expectations as well as team performance management. 

QUALIFICATIONS 


* 5+ years experience in a customer support or service role 

* 2+ years in a managerial position 

* College degree 

* Exceptional communication skills (oral and written) and the ability to talk to everyone and anyone - there is no conversation you cannot handle

* Strong ability to think strategically and tactically, to thrive in ambiguity and adapt to the ever-evolving needs of our customers 

* Fluent English (near-native level), competencies with other languages of our key markets (i.e. Italian, Swedish, Norwegian and Danish) would big advantage