Head Of Customer Support - Workstream | New Day Jobs (Yangon, Myanmar)

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Workstream
Remote (Asia Time Zone Permitted)

Head Of Customer Support

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Head Of Customer Support

Workstream
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Workstream (www.workstream.us) is a text recruiting and hiring tool for local businesses. We are a team from MIT, Y Combinator, Google, Yelp, Harvard, Stanford, and Cornell among others. We are a Series B company and have raised $60M from Founders Fund, Coatue, Bond Capital, CEO Zoom, Jay Z, Joe Montana, Will Smith, and more.

Workstream helps businesses like Jamba, Chick-fil-A, McDonald's, Dunkin', Applebee's, and Auntie Anne's and more to hire faster with texting / SMS, cutting in half the time to engage, hire and onboard hourly workers. This saves businesses 10s of hours every week, helping them hire the right talent, faster. We do this by engaging hourly candidates with texting, posting to over 100+ job sites like Indeed, Craigslist, ZipRecruiter; scheduling efficiently via mobile workflows, and seamless onboarding via online signing. 

Please note, this role is a remote role, based in the Philippines, and working US (Pacific) hours. 

Responsibilities 

  • Build and implement the vision for a world class customer support experience across Tier 1, Tier 2 and other teams, as we continue to experience explosive growth
  • Implement effective deflection via chatbots and phone systems, ensuring stable or improved customer experience and satisfaction
  • Ability to coordinate, collaborate and project manage large scale projects and changes cross-functionally
  • Build and deliver on the proper level of service/SLA and CSAT required across our growing customer base by segment 
  • Implement the necessary specialty roles and org structure based on best practices, skill sets needed and staffing ratios
  • Handle customer escalations directly and internally, while driving the team and company towards speedy resolution
  • Keep a close pulse on all KPIs and regularly draw insights from the data
  • Partner closely with Product and clearly explain Support’s needs with data
  • Hire strong talent, including sourcing and screening
  • Be the strongest advocate for our customers and the Support team

Qualifications

  • 4+ years leading a Support organization or in a senior leadership role within Support, with a track record of building high performing and healthy teams at scale
  • Experience leading a 50+ person team, including building specialized teams/roles
  • Strong analytical skills with experience using data to drive decision making around audience strategies and programs
  • Humble, hungry and creative leader with the ability to work collaboratively and instill Workstream’s values in the team
  • Experience navigating and driving collaboration across multiple teams
  • Strong presentation skills; experience communicating strategies and results to all levels, including executives
  • Self-starter, results oriented, and track record of success in a fast-paced work environment
  • Experience working in Salesforce Service Cloud a plus
  • A passion to treat customers and employees right

How to be successful in this role

We are looking for someone that can grow with our team over time. You have a scrappy, hands-on attitude to hit the ground running. 

You will succeed if you have a startup mentality of “G.S.D.”, and you will grow as the company scales. If you are looking for a relaxed 9-5, please back away slowly. If you are insanely bright, hard working, humble, and looking to build a career on the ground floor of an exciting and fast-growing software-as-a-service (SaaS) business, this is for you.

What we offer

  • An opportunity to be an early employee at a high-growth SaaS company and work directly with the founding team
  • Full-time employees are offered comprehensive medical and dental benefits
  • A globally-distributed team who deeply cares about each other and shares ideas
  • A belief that productivity is measured by output 
  • Flexible schedule with a “use it how you need it” vacation policy - we don’t believe in capping or earning hours. We trust our team to get the job done and rest/recharge as they see fit

Here's more information on Workstream

https://www.workstream.us/blog/funding-series-b

https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/

https://techbuzz.news/buzzworthy-august-27-2021/

Additional Information 

Worksteam provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

We are committed to the full inclusion of all qualified individuals.

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