Head of Support

Summary

The Head of Support is responsible for leading and optimizing the customer support motion at Intellum. This role oversees all support operations and is responsible for developing, refining, and scaling the processes and workflows used by the Support team to ensure timely issue resolution, exceptional customer satisfaction, and alignment with service level agreements (SLAs).

As the Head of Support, you serve as a strategic leader, playing a critical role in shaping customer retention and ARR growth strategies. The Head of Support reports to the CXO and works closely with other executives and team members across a wide range of function areas, including Sales, Account Management, Marketing, Product, Engineering, and Finance.

Operational Leadership:

• Define and implement scalable support processes that ensure timely and effective resolution of customer issues.
• Develop frameworks and dashboards to monitor and report on key performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT).
• Establish high standards for customer communication and issue handling to maintain an exceptional support experience.

Customer Experience & Advocacy

• Serve as the face of the Intellum Support motion, interacting with strategic customers when necessary and appropriate.
• Establish a customer-first team mentality and approach, continuously seeking ways to improve customer sentiment and loyalty.
• Partner with CX team leads and Account Management to ensure that complex issues receive coordinated support across all customer-facing teams.
• Champion customer feedback collection to identify opportunities to improve Intellum products and services.

Resource & Team Management :

• Collaborate closely with the CX Ops leader to align Support resources with demand, ensuring that capacity and staffing meet service goals without under or over-utilization.
• Focus on team development and performance, implementing training and support initiatives that ensure readiness and resilience within the Support team.

Technology & Tools:

• Work closely with the CX Ops leader to ensure that the team is utilizing the right software and technology to deliver the best possible customer support experience.
• Own the integration and optimization of AI-driven tools that support our ability to scale processes, including support ticket deflection, sentiment tracking, and faster data-informed decision-making.

Collaboration & Communication:

• Work closely with cross-functional teams, including Sales, Account Management, Finance, Marketing, and Product, to align on broader company initiatives and share insights on customer sentiment and product utilization.
• Develop and deliver regular updates on Support team performance to the executive team.

Metrics/Goals

The Head of CX Operations is measured on CSAT, resolution time, SLA adherence, and overall customer retention and growth driven by support quality.

Required Skills

• Extensive experience in SaaS customer support, with demonstrated leadership in managing and scaling support teams.
• Strong people management skills, with the ability to mentor, motivate, and drive high performance within a diverse team.
• Proficient in utilizing and managing customer service platforms and creating data-driven dashboards and reports (Salesforce, Salesforce Service Cloud experience preferred).
• Exceptional communication and problem-solving skills with a customer-centric approach.
• Ability to lead process improvement initiatives with a focus on efficiency and quality.
• Collaborative mindset, with experience working closely with cross-functional teams to solve customer issues effectively.
• Proficient in Google Suite and Mac OS.
• Corporate education software experience is a big plus.

BENEFITS

• Medical – 100% of employee premiums for selected individual plans
• Dental – 100% of employee premiums covered
• Vision – 100% of employee premiums covered
• $3,000 annual educational funds (“Boost Budget”)
• LinkedIn Learning
• 401(k) plus matching (US Based Only)
• Unlimited PTO
• Calm subscription
• Annual Company Retreat

Intellum is an equal-opportunity employer. We’re committed to building an inclusive team that celebrates diversity in people, perspectives, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We encourage you to apply for an open position and if you have questions about whether or not your job experience and skill set meet the requirements for a specific role, reach out to us directly at [email protected].

If you are an individual applying from CA, NY, CO, CT, MD, NV, or RI, please reach out to [email protected] to inquire about specific pay ranges.