DirecciónHi! We are looking for a Head of Support todeliver an amazing service to our customers and help increaseengagement with them, reduce our SLA's, increase our NPS andminimise the churn rate.
Therole
Closeleadership, able to motivate the team and make peoplegrow.
Customer focused,able to understand the problems and needs to offer solutions thatimpact all markets.
Monitor KPI's and SLA's of the team's performance with theaim of scaling and automating processes
Analyse data to identify areas of improvementin the support operation
Develop a retention strategy that impacts positively onour churn metrics
Workclosely with company stakeholders such as product, marketing andsales in order to improve our customer journey flows
Reporting directly to the VP of CX,will work closely on the Support team's strategy and how toautomate processes and improve service.
Essential to be curious and passionate aboutthe world of customer service.
Requirements
Proven experience in Customer Success / Experience, Support,ideally in a hyper-growth environment.
Experience with Hubspot or other CRMs.Experience implementing customer support platforms, chats, phonesor other customer communication channels
Detail-oriented, analytical and goodcommunication skills
Direct impact in previous projects by automating, scalingteams and improving KPI's
Previous experience managing teams between 20 - 30 peoplewith a middle management layer
Experience working with customer success fulllifecycle
Fluency inEnglish
Comfortableworking in a fast paced environment; organised andself-motivated
Perks of being part of ourteam
- Save expenseswith Cobee and get your salary in advance with Payflow
- Gympass and Alan as private health insurance
- Language classes with Yolk Academy & FactorialLanguage exchange
- Syra and Apeteatdiscounts
- Flexible schedules, pet Friendly andno dress code!
AboutFactorial HR
Factorial is an all-in-one HR Software fast-growingstartup founded in 2016 . Our missionis to help SMEs automate HR workflows ,centralise people data and make better businessdecisions.
We have thousands of customers inover 60 countries all over the world and across industries andbuilt a super diverse and multicultural team of over +850 people in Barcelona, Brazil,Mexico, and EEUU offices.
We've won awards andreceived outstanding customer feedback since day one. The pastyears we closed over 200M$ in funding with topinternational venture capital firms (Atomico, TigerGlobal, CRV, Creandum, Point Nine Capital, and KFund).
We provide intuitive HR solutions forSMEs around the world. Our tools automate and centralizeadministrative tasks to provide insights and help organizations runmore smoothly.
Founded in Barcelona in 2016, Factorial now servesmore than 3,000 growing businesses in 65+ countries. While we gotour start as time tracking and time off management software, wequickly saw that HR professionals were juggling too manysingle-function tools.
It became our mission to be theone-stop-shop for all people processes. We now offer solutions forHR analytics, document management, performance appraisals,goal-tracking, company culture all in one effective,easy-to-manage platform.
In short, we help you take care of yourpeople.
