Head of Customer Support, Trilogy (Remote) - $400,000/year USD

Are you a data-driven, problem-solving leader excited to improve customer support processes? Are you a great written communicator who can detail the root causes of systemic issues?

Trilogy is an enterprise software leader with a portfolio of 100+ products. Our support organization is a fully remote, globally distributed, 24/7 team that prides itself in resolving customer issues quickly, with an ambitious goal to achieve 80% FCR within a single 8-hour shift. We are building a highly scalable system capable of supporting tens of thousands of tickets across thousands of customers across hundreds of products.

In this role, you will make bold and impactful design decisions that make customers fall in love with our support team. Do you have a plan to improve a metric in 3 weeks by a factor of 10? Go for it. Have you thought of a way to make teams more efficient in responding to customers? Go ahead and implement. Want to replace a 3-year old software platform with a better one in 2 weeks? You are empowered to do it all.

• Conducting Deep Dives. You will dive into specific areas of support that are not currently meeting our quality bar (e.g., a decline in NPS or an increase in reopened tickets).
• Writing and Approving Improvement Proposals. You will draw from your rich experience as a customer support leader to make improvement recommendations aimed at achieving 100% customer satisfaction.
• Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies and stay "close to the work".

• Developing software or managing teams of engineers; we have other positions that handle that. This role requires deep expertise and experience in customer support.
• Restricting yourself to specific products: You will be empowered to make system-level design decisions that will impact the support of all our products. 

• Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift.
• Building an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.

• At least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.
• Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.