Head of Customer Support (LA)

BuildOps

BuildOps

Customer Service
Los Angeles, CA, USA
Posted on Friday, July 5, 2024

Be a part of the future of construction!

Are you a proactive, customer-centric product leader with a passion for all things support? Do you thrive in a fast-paced, collaborative environment and want to make a significant impact? Then BuildOps wants you!

BuildOps is hiring an experienced Head of Customer Support to lead our customer support operations. As the Head of Customer Support, you will be responsible for overseeing the support team, ensuring high levels of customer satisfaction, and driving continuous improvement in our support processes. This role is crucial in maintaining our reputation for excellent customer support and in fostering long-term customer relationships.

Responsibilities

  • Hire, lead and mentor a team of onshore and offshore Customer Support Managers and Specialists.
  • Develop and manage multiple technology systems, including Salesforce Service Cloud, Dialpad, Jira, and Confluence.
  • Master the BuildOps platform and understand our customer’s workflows to triage, prioritize, escalate, and assist in resolving customer issues.
  • Develop and optimize scalable customer support strategies and operations aligned with company goals and customer needs.
  • Partner with cross functional teams including Product, Engineering, and Implementation to ensure alignment on resolving customer needs and to drive product enhancements.
  • Manage escalated customer issues to ensure a swift resolution and excellent customer satisfaction.
  • Regularly analyze KPIs for support operations, including CSAT, SLAs, and team efficiency to identify trends and areas for improvement.
  • Develop and present metrics and reports on team performance.
  • Be the voice of the customer within BuildOps and drive initiatives to improve customer experience

Requirements

  • 7 + years of technical software customer support experience in a fast paced work environment. Preferably in a B2B SaaS platform or complex ERP system.
  • Experience building, leading, and scaling technical support teams via direct reports and through outsourced partners.
  • Experience in customer support operations and optimizing technology tools, including Salesforce Service Cloud, Dialpad, Jira, and Confluence.
  • Experience in learning a complex software product.
  • Exceptional problem-solving, troubleshooting skills, and attention to detail.
  • Excellent verbal and written communication skills with the ability to quickly comprehend and communicate complex concepts.
  • Meet with customers to address concerns and provide solutions in a calm and empathetic manner.
  • Organized, self-motivated, and ability to work autonomously.

Skills and Attitude:

  • Resourcefulness with a startup mindset: do more with less and find creative solutions.
  • A can-do, proactive attitude with a focus on execution and learning.
  • Detail-oriented approach and data-driven decision-making.

What we offer:

  • $140k - $170k usd base salary + bonus & stock options.
  • A comprehensive benefits package
  • Flexible PTO
  • Flexible and hybrid work schedules based out of our Santa Monica office.
  • Company events like BBQs and team-building activities, both in-person and virtual
  • Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!)
  • The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

About BuildOps

BuildOps is a fast-paced, high-growth startup, committed to transforming a $30-billion industry through our all-in-one platform. Leveraging the latest technology, we’re taking commercial contractors from the world of pen and paper operations to digitized, efficient, data-driven business.

Our co-founders have over a decade of experience in both construction and SaaS technology, as well as a resume that includes Stanford, Harvard, Wharton, Cornell, Microsoft, and multiple successful startup exits, including a $1.2 billion acquisition.

BuildOps has raised multiple rounds of funding from some of the largest and most reputable Venture Capital firms, including Founders Fund, Fika Ventures, and Greenspring Associates.

Forbes Magazine
“BuildOps is unique because it addresses the problem of efficiency in construction for an often-overlooked audience. Rather than focusing on large projects, or catering to owners, they look to the needs of technician-heavy subcontracting firms working in the commercial space.”

TechCrunch
“The new financing will be used to support the company’s continued growth. BuildOps sells software that integrates scheduling, dispatching, inventory management, contracts, workflow and accounting into a single software package for commercial real estate contractors with staff ranging from a few dozen to several hundred employees.”

Crunchbase
In a statement, [former NFL superstar] Joe Montana noted that his firm (Liquid 2 Ventures) has an investment thesis in supporting America’s working class… “I just love the idea of making their lives far easier and better,” he said. With BuildOps, “you have one solution that does it all and talks seamlessly to every single part of their business from parts to ordering to inventory and more.”

Wall Street Journal [Paywall]
BuildOps, the Santa Monica, California, startup that provides software for real estate subcontractors was seeded with $5.8 million in funding from investors including Fika Ventures, MetaProp VC, Global Founders Capital, CrossCut Ventures, TenOneTen, IGSB, 1984 Ventures, Liquid 2 Ventures and Ground Up Ventures.