Customer Success - Global Head of Customer Support

| Remote
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We believe that everyone can and should automate the tools they use every day.

The Tray Platform empowers anyone to do more, faster by harnessing automation with the leading, low-code general automation platform.

With Tray.io, citizen automators throughout organizations can easily automate complex processes through a powerful, flexible platform, and can connect their entire cloud stack thanks to APIs.

Your mission

We are looking for a Global Head of Customer Support to define, shape, and evolve our Customer Support function. This Director-level role will be responsible for crafting our customer Support strategies to enhance the customer experience, and develop systems and operations to drive profitable growth through delightful customer interactions.

This role will report to the Vice President of Customer Success, who leads Success, Services, Education and Support. The ideal candidate will have prior experience in a technical support role having previously worked on iPaaS / API solutions. They will have had experience building and managing a team of support specialists, and creating and commercializing Support offerings to improve customer experience, and managing a budget.

What you will do 
  • Oversee and maintain the quality and direction of the Global Customer Support team, ensuring adherence to SLAs and high customer satisfaction and issue resolution.
  • Own the Customer Support process, driving quick resolution to customer impacting issues.
  • Recruit and inspire a team of highly capable and technically talented problem solvers who can work independently and collaboratively with other functional groups.
  • Provide coaching and guidance to help them excel and build a work environment that draws people to the team. Build and enhance the Support career framework to enhance the team's focus on personnel development.
  • Deeply understand the needs of our customers to develop innovative support offerings across the customer base (enterprise, trial customers, midmarket / commercial buyers), including premium offerings and self service offerings, to improve the quality and value of our support experience and ensure customer value realization.
  • Report on support metrics, business impact, customer impact and team performance. Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
  • Implement systems and processes designed to enable scale and support excellence.
  • Partner internally to identify financial targets, provide ongoing performance forecasting, and to ultimately deliver against our net retention, revenue, and operating budget targets
  • Develop and present materials for leadership, customers, and other audiences.
  • Drive a feedback loop and insights on prioritization to the Product and Development teams to represent the voice of the customer and the needs of the customer-facing teams.
About you
  • Experience leading customer-facing technical support teams with a commitment to providing superior customer experiences; SaaS experience preferred. 
  • Experience hiring, training, coaching and nurturing top talent, leading operations of a Global Customer Support team, including building an in-house customer support team.
  • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams.
  • Experience building and managing International Support teams.
  • Management skills including strategic planning, talent development, budgeting, process focus, and risk management
  • Leadership skills including coaching, mentoring, active listening, clear communication, empathy, and ability to motivate
  • Data driven with strong business and strategic acumen
  • Results focused with a strong bias toward problem solving, thoughtful action, repeatable and scalable processes
  • Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences
  • API and iPaaS experience is a plus.
Your team will fully support you to do your best work

Our team is humble but fiercely ambitious people, who take immense pride in what they do. We work in a culture built on friendship, transparency, and above all, looking out for one another. The heart of Tray.io is made of generosity and trust. It is a community built on individual interactions between people who think differently; who are always available to help, to answer questions, and to empower. You'll have endless opportunities to learn and grow in a fun, fast-paced, and open environment. We love to achieve things that haven’t been done before.

We believe in diversity and equal opportunity

We believe that in building diversity we build strength. We encourage all to apply, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • DynamoDBDatabases

An Insider's view of Tray.io

What’s the vibe like in the office?

Trayers have an excellent sense of humor; we're always joking around with everyone from our individual contributors to our co-founders. We believe that people operate their best when they show up to work with a smile on their face. Whether it's your day 1 or year 5, you'll feel right at home.

Ben

Sr. Talent Acquisition Partner

What does your typical day look like?

Each day I prospect accounts, distinguish qualified candidates and send well-thought outreaches to engage them and create quality pipeline for our Account Executives. I focus most on sharing how we can add value to our prospects current integration processes and how we can strategize together to win.

Meeka

Sales Development Representative

What are Tray.io Perks + Benefits

Tray.io Benefits Overview

Flexible Hours
At Tray we work on a flexible schedule
Our work hours are as flexible as the Tray.io Platform

Choose Your Own Setup
At Tray you get to own your set-up
Choose your own equipment so you feel right at home

Stock Options
At Tray employees receive stock options
Own part of the company and its future

Open Vacation
Take-off for a holiday with open vacation at Tray
Being a global company means recognizing that holidays are personal

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
The committee we're most proud of is our Diversity & Belonging council. The council members were all nominated and meet regularly to make sure Trayers from all different walks of life feel welcome.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
70% of our Department Heads identify as being a woman or part of an underrepresented group. And we're proud that 60% of the new management hires we've made this year come from diverse backgrounds too.
Unconscious bias training
As a company, we've held multiple sessions on unconscious bias training, and have focused conversations with decision makers and hiring managers to better ensure we're thinking critically about hiring
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have several Tray Resource Groups, including: Breakout - Black Trayers Traydies - Woman-identifying Trayers Traynbow - LGBTQIA+ Trayers Traysians - Asian Trayers Uno Dos Trays - Latinx Tray
Hiring Practices that Promote Diversity
The Talent Team consistently strives to hire a majority of people from underrepresented groups. We set goals around diversity, intentionally seek out diverse candidates, and focus on growth potential.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Tray offers all employees a monthly stipend to support their physical and mental health, be it a gym membership, meditation app subscription, or a massage.
Mental Health Benefits
Tray provides employees with $50 a month to use on mental health services like meditation apps, yoga classes, or anything else. And we're creating space to talk openly about mental health at work!
Retirement & Stock Options Benefits
401(K)
Company Equity
Tray offers stock options to all employees as part of their compensation package. With 110M in funding already, we're on a steady growth trajectory that makes these stock options even more valuable.
Performance Bonus
Each team has its own performance bonus structure, but we're all about rewarding hard work. From doubling your quota to referring the most new employees, there are many bonus and prize opportunities
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Tray offers 12 weeks of paid parental leave for birth-giving parents, and 8 weeks of paid leave for non-birth-giving parents who have at least six months at Tray under their belt.
Flexible Work Schedule
Trayers span the globe from London to LA, so flexibility is key to our work schedule. All-team meetings occur around 12 EST, so that everyone can attend, but otherwise, we work when it makes sense!
Remote Work Program
Tray has fully embraced remote work. Employees may choose whether they work 100% from home, mostly in office, or somewhere in between. We're hiring remotely in central "hubs" across the US and UK.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We work hard here at Tray and want to ensure we are getting time out of the office to recharge. Tray has a flexible vacation policy, with manager's discretion. Most people take off 3 weeks / year!
Paid Volunteer Time
Trayers use their PTO as they see fit. If that means a day (or week) of volunteering, awesome! We highly encourage it.
Paid Holidays
Paid Sick Days
Trayers in the U.S. have 9 paid sick days, in addition to unlimited vacation and flexible PTO>
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Once upon a time, the entire team met up in Portugal! We hope for more company-wide gatherings like that in the future, but for now are hosting smaller, safer team off-sites about once per quarter.
Stocked Kitchen
Some Meals Provided
Team lunches and dinners are always encouraged, and quite often, financially supported. Since we're gathering in person less often, it's nice to get to know each other better over a meal when we do!
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Tray reimburses employees $50 month for whatever their health and fitness needs are, be it gym membership, workout classes, yoga mats, or mental health services! Fitness is about the body and the mind
Home Office Stipend for Remote Employees
While there isn't a set stipend at Tray , remote employees can order any equipment they'd like. Get a whole home-office set up, from desk and ergo chair, to monitors, headsets, keyboards, you name it!
Professional Development Benefits
Job Training & Conferences
Job training and conferences are available to all employees, offered on a case by case basis. All employees have a learning and development budget, and we're always happy to support Trayers' growth.
Diversity Program
Lunch and learns
We call them "Savvy Seshes" and they're breakfast, lunch, or dinner & learns (given we're a global company). Every other week, we take the time to learn about each other's strengths and passions.
Cross functional training encouraged
Promote from within
Mentorship program
New hires are paired with a welcome buddy during their onboarding. This person may serve as a short- or long-term mentor, and Trayers get to know each other through regularly scheduled coffee chats.
Continuing Education stipend
This is another perk offered on a case by case basis. However, if Trayers are interested in developing skills or continuing education while working here, we're happy to assist in whatever way we can.
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

As a growing startup, we expect our company's perks and benefits to grow right along with us. And though we may not have all the fancy benefits of some bigger companies or always have a one-size-fits all benefit for our employees, we strive to support the individual employee with their needs, in whatever ways we can. Many of our perks are extra special because they're thoughtfully given on a case by case basis, from special health benefits, to online courses, to particular work-from-home equipment, or even custom swag for employee's moms, Trayers are able to ask for certain perks that will improve their work or home life. And more often than not, they don't even have to ask, since our goal is to always empower each other.

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