Who are we?
Quantum Metric is a Digital Intelligence Platform, uniting Marketing, Engineering, and Product disciplines through quick and simple behavioral and predictive analytics. We’re on a mission to find the brightest, most passionate and persistent individuals on the planet to join our team. If that’s you, read on!
What will you do?
The Head of Customer Support balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations. The Head of Customer Support oversees cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement. You will provide mentorship, leadership, and direction for our Production Support Engineers who provide world-class support to our customers.
What are the main tasks?
· Design and implement the next stage of Quantum's Support organization
· Build and lead a global group of Production Support Engineers
· Set Support processes and KPIs to support fortune 500 customers
· Quickly identify and neutralize issues before they become red flags or fire drills
·Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customer’s satisfaction
· Work closely with Engineering, Product, and Customer Success teams regarding prioritization and escalation of technical issues raised by our clients
· Act as the main admin for the organization’s ticketing system - develop our support organization's processes and adjust the ticketing system to fulfill its needs
· Ensure that direct reports have the resources, information, and processes necessary in order to deliver effective technical solutions to our customers
What’s in it for you?
This will be the best group that you ever work with. We support one another through challenges and win as a team. Your hard work will be well rewarded with stock options, a competitive salary and full benefits. Most importantly, you’ll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.
- Bachelor’s Degree in Computer Science, Software Engineering, Information Systems or equivalent
- Over 5 years of leading and building a Support organization and over 10 years of working experience in the customer support space in customer facing roles.
- Vast experience in customer service research and analytical techniques.
- Proven experience mapping consumer journeys and creating customer support strategies.
- A deep understanding of the importance of aligning departmental targets with the business KPIs.
- Ability to translate raw consumer support data and information into actionable solutions and strategies.
About Quantum Metric
Quantum Metric is a venture-backed startup that recently raised a $25MM Series A round of funding from Insight Venture Partners, a top-tier NY-based firm. The company has amazing client success stories at enterprise-scale that have helped validate our product-market fit and provided compelling examples of our business value proposition.
The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years. We’re thoughtfully scaling out our team to add outstanding talent that is equally passionate about being part of a team that is fast-paced, innovative and values passion, honesty, persistence, and curiosity.
We’re offering you the opportunity to develop your career in a tech space ripe for disruption. If all of this inspires you, then what are you waiting for? Talk to us today!