Head of Customer Support

Austin, United States

Nothing about Flippa is boring or conventional. When you work at Flippa you’re working in a team that values all input, regardless of position and experience. We support each other to reach goals and celebrate the wins.

Selling a business is hard. It’s easy with Flippa. We’re building a business that make’s it easier for our clients to sell theirs.

We are on the lookout for an experienced candidate who enjoys leading a team and can provide superb service to our customers to head up Flippa's Customer Support team.

This position will be based at our co-working space in downtown Austin.

Specifically, you will:

Be responsible for managing the day to day operations of Flippa’s customer support and customer service function to ensure that ultimately Flippa establishes trusted and repeated customer relationships.

This is a fast paced, varied role, where you will:

  • Be a point of contact to handle the most complex customer complaints or inquiries and act as an escalation point to assist the team with customer issues.
  • Drive development of the companies core support services including advocating for advancements that help with speed, quality and efficiency of communication
  • Provide solutions-oriented support to Flippa’s customers and optimize the customer experience by liaising with the team internally to identify opportunities to continually improve the customer experience.
  • Be the Voice of the Customer to the product team to ensure Flippa continues to evolve as a platform in a way that aligns with the goals of our customers - which is to sell their digital asset or business
  • Grow the adoption rate of Flippa by communicating ‘How Flippa Works’ to new potential customers
  • Evaluate the “big picture” themes and patterns by analyzing Flippa’s user experience and then assist in driving resolution with our Product & Engineering teams to prevent larger issues from occurring
  • Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the ability of Flippa’s customer support representatives to respond to customer needs.
  • Ensure common customer questions can be responded through available resources via the knowledge hub and from previous customer cases
  • Lead a team of Customer Support Representatives by providing them with direction, support and regular coaching to motivate the team.
  • Develop staffing, including shift patterns and the number of staff required to meet demand
  • Set key performance targets for the team with a focus on speed, efficiency and quality

Tech Stack:

Slack, Google Work, Zendesk for Support

What you’ll bring:

  • Bachelor’s degree or equivalent work experience in a customer service environment
  • Proven experience managing and building a team
  • Strong customer service focus
  • Able to be successful with ambiguity and solving the customers needs working across functional lines to advocate and solve issues for the customer
  • Prior experience in a start-up or fast tech environment would be ideal
  • Be able to operate and be comfortable working with variability on a daily basis
  • Be able to respond with speed
  • Prior CRM experience preferred in particular Zendesk.
  • Strong attention to detail and time management
  • Sound oral and written communication skills
  • A willingness to go ‘the extra mile’ for Flippa and Flippa’s customer base

If this sounds like you, please apply by attaching a copy of your resume (CV) and providing a cover letter.

Job Type: Full-time

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