Customer Support Lead

About our client:

Our client, Practice helps service providers do more, faster. Their software is ambitious in its scope - they are building a customizable service platform integrating payments, contractor payroll, scheduling, forms, notes, real-time messaging, and so much more.

The Customer Service Lead will be their first team lead solely focused on making customers at Practice extremely successful.

The CX lead will work closely with the leadership team to successfully onboard, engage, and grow the Practice customer base. As an Onboarding Specialist, you’ll have a heavy hand in developing and building a repeatable, scalable plan to strategically onboard and support customers to Practice.

You’ll achieve growth by learning from hands-on conversations, building relationships, and asking the right questions to gain a well-rounded point of view of business owners and the problems they face day-to-day. You'll also develop deep customer insights and competitive knowledge to ensure Practice provides remarkable, differentiated solutions and creates delight during every step of the customer experience.

In your first 3 months at Practice, you will

• Become a product expert; you’ll learn the ins & outs of Practice quickly becoming a Pro that our customers can look to
• Develop, improve, and innovate the onboarding playbook as you onboard hundreds of customers to Practice in your first 6 months
• Nurture relationships and become a trusted advisor for each of your customers
• Keep a pulse on industry trends and act as the voice of the customer as you work directly with the product group to advance
• Create documentation and best practices to drive scalable customer experiences
• Maintain a deep understanding of the Practice product and the coaching/tutoring industry to drive customer engagement and meet your customer's business objectives
• Champion customer needs internally throughout product meetings, roadmap discussions customer experience reviews; ultimately placing customer needs first — always

You have

• Energy, interest, and passion to interact with people
• Drive to do whatever it takes to get the job done
• Desire to “do” and learn from doing in a hands-on capacity as you go from zero to one
• Comfort presenting in front of customers
• Curiosity to ask many questions; both internally and externally
• You’ve made a few mistakes and you can talk about them
• Natural story-telling abilities and an intent to always be clear and concise in your communication
• A willingness to fight for the customer and always advocate for value on their behalf
• A growth-first mindset, always looking for ways to optimize each individual component of your day and ruthless prioritization of your time
• Experience working directly with customers and hitting CX metrics
• Experience at an early-stage venture-backed SaaS start-up is a plus

Other important details:

• Strong English skills in both written and verbal are critical to success. Internally, English is our designated language for team communication and our customers primarily communicate with us in English too.
• We have a very international team, but we actively seek to increase our diversity. We particularly welcome applications from women, and from people of color and minority ethnic candidates.
• We work remotely. You can be located anywhere, but some important work conversations will happen during ET (America/New_York) working hours because our customers are predominantly US-based right now.
• You will have enormous latitude to do the job as you see fit. Great collaborators set their own hours and get things done their own way.
• As an early employee with a team of repeat founders, you’ll quickly sharpen your skills. Our team is outstanding, and over the next few years, you will have the opportunity to level yourself up multiple times.
• Design and usability are strategically important to us. You'll be working closely with a world-class design team. We hope you have an opinion.
• We're intensely product-focused. We hope that what we make is beautiful, but we're not building systems for the sake of beautiful systems. We're building systems that will improve the lives of millions of people.

Compensation

$60,000 - $70,000 / year + stock options, health, dental, vision, parental leave