Head of Customer Support

| Greater Boston Area | Hybrid
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About mabl

Mabl is the intelligent test automation company that empowers high-velocity software development teams to integrate automated end-to-end testing into the entire development lifecycle. Mabl users benefit from a unified platform for easily creating, executing, and maintaining reliable tests that result in faster delivery of high quality applications. That’s why customer-centric brands like Splunk, NCR, jetBlue, Dollar Shave Club, Charles Schwab and many other enterprises rely on mabl for testing their business critical apps. https://www.mabl.com.

We’re proud to be recognized as one of Boston’s 2021 Best Places to Work and Best Paying Companies by Built In, the leading technology recruitment platform.

About the opportunity

This is a chance to lead and scale a world-class customer support function at a VC-backed startup that’s on the cusp of rapid global growth. Mabl’s customers already point to our support as a primary reason why they love us (95%+ support satisfaction, NPS in the 80th percentile within the software industry), and support is one of our core company values. In this role, you’ll be challenged to take that success to another level, enable our team to scale with our customer community, b, and ensure that we’re delivering the same delightful experience to customers whenever and wherever they need it. 

About you

You love to build teams and delight customers, and have a proven track record of both. You’ve worked for 5+ years in customer support, customer success or, ideally, some combination of the two. Experience in a rapidly scaling environment with customers and team members spanning the globe is a strong plus. You enjoy technology and have at least foundational knowledge about web application development and/or software test automation in addition to experience with much of mabl’s support stack (Intercom, Jira, Salesforce, etc.). You are an excellent communicator with strong empathy and the ability to manage complex customer and partner engagements.

Responsibilities

  • Recruit, train, mentor, and develop team members.
  • Lead day-to-day support and commercial customer success operations.
  • Manage team coverage schedule and calendar.
  • Serve as a point of escalation for significant customer issues. Provide hands-on support as needed.
  • Partner with sales counterparts in providing support to prospects as needed.
  • Represent customer support in product prioritization and planning.
  • Work closely with engineering to prioritize, advocate for, and resolve customer issues while providing insights into areas for product improvement.
  • Identify and implement improvements to the customer support function - through training, knowledge management, automation/tooling, and more.
  • Partner with Enterprise customer success and product management to streamline customer onboarding.
  • Identify opportunities and implement changes to improve customer satisfaction and retention.
  • Set quarterly goals and standards, as well as support the team in achieving those goals.
  • Track and refine operational support and commercial customer success metrics.
  • Manage customer support systems, including online chat, ticketing, and integrations with issue management, CRM.

Accountabilities

  • Develop and execute a plan to deliver global 24x7 support, including native language support in key markets.
  • Set and achieve quarterly customer support satisfaction goals, with a particular focus on evidence of delightful customer experiences.
  • Set and achieve quarterly commercial/SMB customer success (net) retention goals.
  • Set and achieve goals related to median team response time to inbound customer requests.
  • Set and achieve goals related to median team time to resolve customer requests.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KubernetesFrameworks
    • PlaywrightFrameworks
    • BigQueryDatabases
    • FirebaseDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices

Location

We're conveniently located in Downtown Crossing with an inviting and warm office environment. Our working policy is hybrid, so whether you want to work from home or the office, we'll support your decision.

An Insider's view of mabl

What are some social events your company does?

Beginning as we were coming out of the Covid lockdown, we started an annual tradition of a full company offsite. In addition, we host gatherings at our office including our Sports themed party held this year. We also participate in volunteer programs in our neighborhood.

What is your vision for the company?

Our vision is to empower everyone on a software development team to participate in quality. Whether you're a product owner, developer, QA engineer, or manual tester, software testing is a shared responsibility which mabl enables teams to participate in.

Izzy

Cofounder

What are mabl Perks + Benefits

Culture
Volunteer in local community
We've done different volunteer programs including the one coming up later this year donating to the local aquarium harbor seal program.
Partners with nonprofits
mabl has a Kudos program and 25% of Kudos received by employees have been donated to local non-profits including food banks, shelters, and animal rights groups.
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Wellness programs
Employee Assistance Program
Mental health benefits
We offer voluntary mental health programs and discussions for the team.
Financial & Retirement
401(K)
Company equity
mabl offers a stock option program which vests over 4 years
Performance bonus
Every employee at mabl has a variable component of their compensation tied to individual and company objectives.
Charitable contribution matching
From time to time based on employee interest, the company matches employee charitable contributions.
Child Care & Parental Leave Benefits
Childcare benefits
mabl offers up to $200/month for reimbursement of child care
Generous parental leave
Company sponsored family events
mabl often has company events in the office centered around certain holidays.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
mabl reimburses up to $200/month for parking
Fitness stipend
mabl reimburses up to $200/month for fitness memberships
Home-office stipend for remote employees
mabl offers $1,000 for remote employees to setup their home office
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available

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