Head of Technical Support

| San Francisco, CA
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Tonkean is the OS for business operations, transforming operations teams from facilitators into makers with an enterprise-grade, no-code process orchestration platform. By abstracting the technical knowledge required to automate, monitor, and manage mission-critical business processes, Tonkean enables enterprises to drive operational efficiency while reducing technical debt.

Tonkean builds a bridge between business and IT, allowing IT to partner with business teams to drive agility while ensuring compliance & security. Using Tonkean, IT can create custom, reusable action blocks called "enterprise components" that enable key capabilities like updating data in existing systems, interacting with people, or deploying NLP & OCR technology. These components can then be shared securely with business operations teams, in a no-code studio, to orchestrate business processes across functions and systems by adding business logic. Business operations teams can become more self-sufficient, and IT teams can scale with confidence.

Enterprises like Lyft, EVERSANA, Instacart, Grubhub, Crypto.com, and more rely on Tonkean to optimize and align their operations across functions—including sales, marketing, customer support, legal, finance, and more. With Tonkean, enterprises can expand the pie of who can deliver software, making a world of makers.

ROLE OVERVIEW
The Head of Technical Support will be a seasoned and empathetic leader who will drive all aspects of technical support. Tonkean’s Head of Technical Support will scale and grow an outstanding customer experience for Tonkean customers. This is a new role at Tonkean and we’re ready to move full steam ahead. He/she is a people person who’s passionate about delighting customers, mentoring and developing staff and helping us scale our processes and procedures. He/she will operate a support environment that reflects the criticality of our role in helping our customers drive efficiency. This is a great opportunity to build a world-class Technical Support organization in a hyper-growth startup.

This is a player/coach role that includes team management and hands-on execution.

If this opportunity excites you, we’d love to talk. 

WHAT YOU WILL WORK ON

  • Build and lead a World-class Technical Support Team, acting as an ambassador for the Tonkean brand and values.
  • Attract high potential team members and coach them to rapid success. 
  • Partner closely with Engineering and Product to ensure we are continually learning from our customers and support engagements to make our platform stronger and experience seamless.
  • Be seen as an advocate and trusted source of how our platform is leveraged by customers and how we can improve our customers' experience.
  • Develop a high-quality standard for issues that are sent to engineering in terms of reproducibility and well-defined problem statements.
  • Help ensure our customers receive timely and accurate support by implementing procedures that will enhance the support service.
  • Build an escalation process, evaluating support issues for escalation and prioritizing based on business impact.
  • Maintain executive communication about our support program, escalations, and customer learnings.
  • Define and establish operational metrics and a system to track the support organization.
  • Publish a weekly support dashboard with key support metrics.
  • Establish clear feedback loops and handoffs between all relevant stakeholders.

ABOUT YOU

  • 3+ years in a customer-facing technical support management or related management role in a web-based software or SaaS company. 5+ years in technical support roles or related fields.
  • Bachelor’s Degree required.
  • Validated experience to innovate and drive broad organizational impact.
  • Strong communication skills (both verbal and written), especially in a technical environment.
  • Skillful at building trusting and honest relationships, putting themselves into their staff’s shoes and being their best advocate.
  • Comfortable with tools/processes needed for data focused decision-making.
  • Experience effectively leading a customer support team, consistently delivering at or above established critical metrics for productivity; CSAT, SLA and Backlog management.
  • Must possess a high degree of emotional intelligence. Understand and adapt to the audience with whom you’re interacting, including your team, customers, and executives. Encourage diversity and inclusivity in collaboration.
  • A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals

OUR VALUES

  • There Is Always A Way.  At Tonkean, we believe that nothing is impossible. There is a solution to every problem - you just need to find it.
  • Think People First. We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity. We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
  • Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery. We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
  • No BS. To matter, you must - stay focused, keep it simple and always move the needle. We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important. 

PERKS AND BENEFITS

  • Join a fast-growing business that is venture-backed by Accel, Lightspeed Venture Partners and Foundation Capital. 
  • Collaborate with a talented yet humble team as we empower operations teams and eliminate mundane tasks. 
  • Competitive compensation & equity package
  • Virtual social events, and annual company retreats
  • 401k, Medical, dental, and vision insurance 
  • Tonkean provides each employee with a new laptop, monitor, headset, keyboard and mouse 
  • Remote employees receive a one-time work from home setup stipend (reimbursable) of $500(USD) upon commencing employment to purchase desk, chair and other work from home tools.

Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.

Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • AsanaManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Tonkean

How does your team reward individual success?

Through praise, compensation, and promotions. This is a company that sees hard work and rewards it with the things that matter. Some startups lean too heavily on perks that are nice, but do not actually increase your livelihood and well being. Tonkean focuses on keeping your career growing, which is extremely important.

Briana

Sr. Community and Events Manager

What's the biggest problem your team is solving?

It’s very rewarding to deliver a “bridge” mindset to our customers. When we first engage with a company, we often find siloed processes; every team has its own set of apps, goals, and work philosophy. Allowing those teams to consider the downstream and upstream impacts of their work is challenging but allows the “why” of their work to come out.

Benny

Solutions Architect

What is your vision for the company?

At Tonkean, we want to make a world of Makers. We want to give every person with the ambition to be technically creative the ability to be technically creative. We want to create a new standard of enterprise operations centered around increasing efficiency by empowering people. We believe this will manifest a more efficient & more enjoyable future.

Sagi

Co-founder and CEO

How would you describe the company’s work-life balance?

With unlimited PTO, we've created a culture around balancing the intricacies of working for a startup and taking off time when necessary. The team is very conscious about mental health in the midst of this new normal that we live in. I've had my direct manager as well as VP mention that taking time off to avoid burning out is a top priority.

Alex

Sales Development Representative

What are Tonkean Perks + Benefits

Tonkean Benefits Overview

Competitive compensation & equity package
Virtual social events, and annual company retreats
401k, Medical, dental, and vision insurance
Tonkean provides each employee with a new laptop
Remote employees receive a one-time work from home setup stipend (reimbursable) of $500(USD) upon commencing employment to purchase desk, chair and other work from home tools.

Culture
Partners with Nonprofits
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Happy Hours
Home Office Stipend for Remote Employees
More Jobs at Tonkean14 open jobs
All Jobs
Dev + Engineer
HR + Recruiting
Marketing
Operations
Project Mgmt
Sales
Content
Operations
new
Remote
HR + Recruiting
new
San Francisco, CA
Marketing
new
San Francisco, CA
Marketing
new
San Francisco, CA
Developer
new
Remote
Project Mgmt
new
Remote
Content
new
San Francisco, CA
Marketing
new
San Francisco, CA
Marketing
new
San Francisco, CA
Sales
new
San Francisco, CA
Operations
new
San Francisco, CA
Marketing
new
San Francisco, CA
Project Mgmt
new
San Francisco, CA
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Tonkean's full profileSee more Tonkean jobs