Head of Customer Success [Software Company]

Position: Head of Customer Service Hours: 12:30 PM EST – 6:00 PM EST
Days of Week: Monday – Friday
Company: PodPitch.com

About Us:

At PodPitch, we're revolutionizing podcast outreach and guest appearance through innovative, data-driven solutions. We empower podcasters and guests to connect seamlessly, ensuring that every pitch counts. Join our dynamic team and be part of a company that's reshaping the podcasting landscape.

Basically: we are a software used by people who work in Public Relations to make their job easier with auto-pitching.

Position Overview:

We are seeking an experienced and driven Head of Customer Service to lead and execute our customer success strategy. In this dual-role position, you will be responsible for overseeing the department's performance, automating processes, reporting on key metrics, and ensuring continuous improvement (50%). The other 50% will involve hands-on customer service, including live support, conducting 1:1 onboardings, and creating training materials.

Key Responsibilities:

Leadership & Strategy (50%):

• Department Oversight: Manage the entire Customer Service team, setting goals and ensuring alignment with overall business objectives.
• Automation & Process Improvement: Design and implement automations to optimize support efficiency and reduce manual tasks. Continually seek areas for process enhancements.
• Reporting: Track and report key metrics, including customer satisfaction, retention rates, and team performance. Provide actionable insights for improving the department.
• Team Development: Develop training programs and coaching to enhance team capabilities, with a focus on providing exceptional service at scale.
• Collaboration: Work with product and engineering teams to ensure customer feedback is integrated into the development process.


Hands-On Customer Service (50%):

• Live Chat Support: Provide real-time assistance to users, troubleshooting issues and guiding them through platform features.
• 1:1 Onboardings: Personally conduct onboarding sessions to ensure new users are set up for success and fully understand the platform.
• Video Calls: Engage with customers via video calls to offer tailored support and demonstrate platform features.
• Account Management: Help users manage and optimize their accounts, ensuring they get the most value out of PodPitch.
• Training & Documentation: Create training materials and guides to support both the customer success team and end users.
• Customer Feedback: Actively gather and analyze customer feedback, sharing insights with the team to improve service and platform functionality.


A Day in the Life:

12:30 PM EST - 1:00 PM EST: Kick-off and Prep
• Review team updates, analyze metrics, and prioritize department tasks.
• Check unresolved tickets and plan the day’s focus.

1:00 PM EST - 3:00 PM EST: Live Chat Support & Onboarding
• Handle live chat requests, addressing customer issues and conducting onboarding sessions to ensure platform adoption.

3:15 PM EST - 4:45 PM EST: Strategic Planning & Team Collaboration
• Analyze team performance, identify opportunities for automation, and collaborate with other departments on product improvements.
• Conduct video calls with key customers for personalized support.

4:45 PM EST - 5:00 PM EST: Team Collaboration
• Participate in a team huddle to share insights from the day's interactions and ensure smooth operations.

5:00 PM EST - 6:00 PM EST: Wrap-Up & Reporting
• Document all interactions and issues for future reference.
• Prepare daily reports to assess department performance and outline key takeaways.

Requirements:

• Proven experience in a customer success leadership role, preferably in a SaaS environment.
• Strong communication skills, both written and verbal.
• Experience with live chat, customer service automation, and reporting tools.
• Ability to juggle both leadership duties and day-to-day customer service tasks.
• Tech-savvy with the ability to quickly learn new tools and software.
• Proactive, solution-oriented mindset with a passion for continuous improvement.
• High-speed internet connection and a quiet workspace for video calls.

Why Join PodPitch?

• 13th Month Pay: Yep, you'll get this too!
• Filipino Holidays Off: Take time with your family.
• PTO + Sick Days: We care about you!
• Innovative Environment: Be part of a forward-thinking company that's transforming the podcast industry.
• Growth Opportunities: We value personal and professional growth, offering opportunities to advance within the company.
• Supportive Team: Join a team that values collaboration, creativity, and mutual support.
• Work-Life Balance: Enjoy a flexible remote work setup that fits your lifestyle.

If you're passionate about leading customer success while being hands-on and eager to make an impact, we’d love to hear from you!