Head of Technical Support

| San Francisco, CA
Sorry, this job was removed at 6:05 p.m. (CST) on Wednesday, October 27, 2021
Find out who's hiring in San Francisco, CA.
See all Customer Success jobs in San Francisco, CA
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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.

More Information on Tonkean
Tonkean operates in the Artificial Intelligence industry. Tonkean was founded in 2015. It has 65 total employees. It offers perks and benefits such as Partners with nonprofits, OKR operational model, Team based strategic planning, Group brainstorming sessions, Open office floor plan and Hiring practices that promote diversity. To see all 5 open jobs at Tonkean, click here.
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about TonkeanFind similar jobs