Skill and mindset requirements

We are seeking an experienced and dynamic Head of Customer Support who is self-driven, and ambitious - a true leader with a passion for working in challenging environments. You will be responsible for leading our customer support team (up to 10 people) and ensuring that our customers receive exceptional support via chat/email (no phone calls), enabling us to build long-lasting relationships and drive customer satisfaction. You will work closely with our product and marketing teams to identify and resolve customer issues.

To stay close to our customers, and to keep the effectiveness of the department, you'll devote roughly 2/3 of your time to resolving customer tickets and 1/3 to department management.

Must have

• Proven experience in a leadership role within customer support or customer success.
• Strong understanding of customer support best practices.
• Technical and analytical thinking (as our products can be quite technical).
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Analytical mindset and data-driven decision-making abilities.
• Proactive problem-solving skills and ability to thrive in a fast-paced environment.
• Understanding SaaS business models is a plus.

Key Responsibilities

- Lead and Develop: Spearhead our customer support team, providing guidance, mentorship, and feedback to elevate their performance and promote a culture of continuous improvement.
Example: Conduct weekly coaching sessions with support team members, focusing on skill development and customer-centric problem-solving techniques.

- Customer Support Strategy: Develop and implement a customer support strategy aligned with our overall business goals, with a focus on maximizing customer satisfaction and retention.
Example: Analyze customer feedback and develop action plans to address pain points and enhance the customer experience, resulting in a 10% increase in customer satisfaction score within the first 60 days.

- Process Optimization: Continuously evaluate and optimize our customer support processes, leveraging data-driven insights to streamline operations and enhance efficiency.
Example: Identify and implement a new chatbot solution, which will cover most of the Level 1 tickets while our CS agents will cover Level 2/3 tickets, which reduces average response time by 20% and improves the quality of Level 2 support from 90% to 95% (customer satisfaction scores).

- Metrics and Reporting: Review, update, and track key performance indicators (KPIs) for the customer support team, providing regular reports and insights to drive data-informed decision-making.
Example: Improve a bonus system based on a monthly KPI dashboard for the CS team, based on an average response time, first response resolution rate, and customer satisfaction scores metrics.

- Cross-functional Collaboration: Collaborate closely with other departments, including Product Development, Sales and Marketing, to ensure a seamless customer experience across all touch-points.
Example: Introduce the process of technical know-how transfer from the product team to the CS team (i.e. when a new feature is released) which reduces technically wrong answers to customers by 50%.

- Pro-Customer Approach: Consistently seek new opportunities to enhance customer satisfaction and drive exceptional experiences.
Example: Bring ideas and good practices from Customer Success into your customer support department, fostering a proactive and customer-centric approach.

Why joining itrinity?
We’ve been growing over 30% EBITDA YoY for more than 5 years already. We are eager to make our products even more profitable, as well as to acquire new products. We are mature and stable company and we look for a long-term partnerships. Would you like to grow with us and enjoy success together? Join our team!

Few facts about our products
UptimeRobot - Global market leader in uptime monitoring**

• ~ 2M users around the globe
• ~10M monitored URLs every single minute
• ~100 monitoring engines
• sending ~million Up/Down notifications every day
• one of the most popular DevOps products in the world
• big and vibrant community, discord/social media

Mangools - SEO tools for busy people

• TBs of keyword data and growing in 10s of GB every day
• Millions of SERPs crawled & parsed every single day
• Custom in-house proxy-pool solution orchestrating thousands of micro-instances

EmailListVerify

• Billions of verified email addresses
• Custom in-house verification strategies

WarmUpInbox

• Rapidly growing marketing niche
• tens thousands of connected mail-boxes sending millions of emails every day.

👋 Hello, we are itrinity, a fast growing **tech-company based in **Slovakia and Czechia, with a mission to build and operate a portfolio of fast-growing SaaS companies. We’ve been growing 🚀 over 30% EBITDA YoY for the last several years. Our team currently consists of over 40 members working to improve 4 different SaaS products, every day. We work mostly remotely, developing products that our customers love ❤️

Our products:

Uptimerobot.com → the world’s leading uptime monitoring service
Mangools.com → an effective SEO toolset
Eemaillistverify.com → an affordable email verification service
Warmupinbox.com → a peer-to-peer inbox warming service
We are proud to serve more than 4,000,000 users across the globe, including some renowned companies like Apple, Cisco, BMW, and even NASA 🚀.

💡 If you prefer a full-length version, check out: About us (our story)(https://www.notion.so/About-us-our-story-befcd9bbef434d9bb7a6b79913c8e1e5?pvs=21)