Head of Support and Customer Success

Sola Security is looking for a passionate and experienced Customer Support leader to join us as the Head of Support & Customer Success and build that mission critical function from scratch.

Responsibilities:

• Establish from scratch, manage and lead the Support and CS function, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
• Design, establish and implement the core strategies, processes, procedures, workflows and tools for delivering exceptional support and troubleshooting experience.
• Establish and track key customer success and support KPIs to monitor and optimize performance. Set the baseline metrics for CSAT, NPS, First Response Time, MTTR, etc.
• Bring the voice of users and customers into the various business units, collect, analyze and prioritize customer feedback to identify areas for improvements and work with the Product team to implement them.
• Build strong relationships with customers, understanding their needs and ensuring they are getting the most out of Sola's platform.
• Build and maintain the knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies.
  
  

• Proven experience in establishing a Support and CS function from scratch.
• Minimum 5 years of hands-on experience as a SaaS customer support leader.
• Experience with products that include multiple integration to other tools - advantage.
• Experience in providing customer support through best in class channels.
• Proven experience with self-serve SaaS environments and product-led sales motion.
• Experience with customer support and CRM solutions.
• Ability to identify risk to customer health and implement strategies to reduce churn.
• Strong communication skills, both verbal and written. Native-level English proficiency.
• Ability to work independently and manage multiple priorities.
• Passion for technology and frictionless experience.
• Hands-on approach, while coordinating a team.