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Head of Technical SupportUnited States

Couchbase

Head of Technical Support

United States

The Head of Technical Support at Couchbase is responsible for global support delivery in all product areas with a focus on all aspects of customer issues. The Leader is responsible for the strategic planning and execution that insures that the global support team is performing at the highest levels of efficiency. The goal is to revolutionize the service delivered to our customers while continuing to build morale and consistent culture throughout the world class Couchbase Support team. The Head of Technical Support at Couchbase will assist in moving our industry leading customer support team to the next level, scaling the team up and delivering efficiencies while remaining flexible to meet the very technical needs of our client base.

This is a very hands-on leadership position. We are interested in candidates that lead by actions and examples, not by pure delegation. Given the size, and deeply technical nature of the organization and the company, a proven history of technical depth of understanding and hands on experience with Unix systems administration, complex distributed system troubleshooting and database technologies is a definite plus. You are the sounding board and the reflection of technical and non-technical information for your team, company executive staff and in some cases our customers, so a solid grasp of the technology is required.

Responsibilities
    • Lead a very high performing team of Technical Support leaders and teams in operational excellence.
    • Engage cross-functionally to include leaders from key areas of the organization such as Engineering, Sales, Product Management and Finance to identify and resolve issues in a timely manner, or to recommend implementation of features that benefit both the customer and the support team (increase product serviceability).
    • Evaluate, implement and manage Technical Support systems (i.e. Case Management, Workforce Management, Knowledge Management) to provide organizational efficiency for the operations of the global support teams.
    • Monitor and participate in outbound, cross functional and senior staff level communications to insure the right messaging is managed at the appropriate level for all significant and critical issues. Exceptional communications skills, written and oral are essential.
    • Manage key performance metrics to ensure best in class technical support delivery via multiple customer touch points (i.e. phone, email, web portal)
    • Build and maintain the long-term vision and plan for growth of the technical support organization, which includes analyzing cost structure, service consistency and process optimization for quality team structure.
    • Manage customer escalations and relationships. Work with customers on support issues, individual support plans and requests.
    • Ensure customer satisfaction reflects the highest quality of support delivery.
    • Follow up with customers on survey feedback regularly.
    • Engage with the Sales Account Team on pro-active strategies for key accounts.
    • Foster a culture of engagement and excitement. Build meaningful people relations to foster a results-driven environment where employees feel empowerment.


Preferred Qualifications
    • 10+ years of leading a customer service organization
    • Experience leading leaders in a customer service organization
    • Proven ability to work in an environment with limited processes and customer focus and create a best in class customer experience.
    • Salesforce and Zendesk knowledge


Minimum Qualifications
    • Experience working with a very technical support team focusing on efficient troubleshooting on complicated, distributed database systems deployed in various customer environments.
    • Proven track record of implementing process improvements resulting in increased customer satisfaction
    • Experience building and executing strategic growth plans for a customer service organization
    • Experience in leading a global technical support team.


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