CaliberMind is excited to scale our customer success team! We’re looking for a hands-on Customer Support Leader, who is good with data and loves working with customers. Build and Manage a team, oversee day-to-day support tickets and customer service. Improve and streamline support processes while providing exceptional customer service.

Since CaliberMind is a highly analytical tool, a candidate who has worked with databases, SQL and/or BI tools will have a leg-up in this position. Reporting to the VP of Customer Success, you’ll partner with our Heads of Onboarding, Engineering, and Account Management team to ensure happy customers are getting huge value from our solution!

As a Head of Customer Support, you will be responsible for actively managing the retention and customer satisfaction of a portfolio of CaliberMind customers in our Growth Segment.

Responsibilities:

• Assign support requests to team members or personally handle requests.
• Database field mapping and integration requirements gathering for onboarding customers.
• Responding to customers in Slack.
• Produce technical documentation and requirements for engineering stories.
• Project manage custom implementations and integrations.
• Hiring and managing a team of support analysts.
• Manage a service portal powered by Jira (or a similar tool).
• Working closely with customers and internal teams to maintain visibility into product performance and customer feedback.
  Proactively helping resolve issues promptly while minimizing customer churn.

Your Profile:

• Comfort understanding technical requests-- especially pertaining to databases, SQL, Tableau, Looker, JavaScript or similar technologies.
• Some familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus.
• 3+ years of Support, Customer Success, Account Management, or Consulting experience.
• Loves working with customers and in a fast-paced startup environment.
• Strong analytical and communications skills.
• BA/BS degree is required.