Hello! AppOnboard is looking for a Head of Global Technical Support to work on our Customer Success team. The perfect candidate has 8+ years of experience building and leading a global software support team. AppOnboard is a next-gen platform that powers Full-Fidelity Demos, which allow users to instantly experience an app or game in the highest quality possible before downloading it. AppOnboard enables app and game testing, driving insights to Product teams and optimizing app launches and onboarding.

This is a unique opportunity for someone looking to have an impact at one of the hottest startups in Los Angeles and top companies defining the future of app development. We secured $30 million dollars of funding in 2018! Watch our COO Bryan Buskas talk about AppOnboard with Cheddar on the NYSE!

AppOnboard is currently seeking a tech minded Head of Global Technical Support who is able to architect and implement solutions; build and sustain a service-oriented team; and ensure flawless, on-time delivery of customer support needs. As Head of Global Technical Support, you will provide strategic direction, leadership, development, and management across a worldwide Technical Support team. You will build teams both in the United States and Internationally to cover our worldwide customer footprint in a way the addresses the need for support and access within the customers own time zone. You will devise tools, documentation, processes and a support structure to ensure operational excellence and customer success.

Responsibilities

• Build and maintain the short-term & long-term vision for Global Technical Support organization. Plan for growth of the technical support organization, which includes analyzing cost structure, service consistency, and process optimization.
• Determine and hire optimal staffing for existing clients as well as for new business efforts.
• Determine the use of ticketing, monitoring and communication systems to provide excellent customer service to both enterprise and community customers.
• Evaluate, implement and manage Technical Support systems to provide organizational efficiency for the operations of the global support teams.
• Ensure all support tickets are correctly actioned and processed within agreed SLA.
• Manage key performance metrics to ensure best in class technical support delivery via multiple customer touch points (i.e. phone, email, community).
• Monitor, manage and respond to service metrics and alerts; prioritizing as appropriate.
• Ensure customer satisfaction reflects the highest quality of support delivery.
• Communicate with vendors to check, maintain or replace hardware as well as help to identify and fix network related issues.
• Foster a collaborative, team focused environment dedicated to supporting our clients in our platform.

Qualifications

• 10+ years of leading a technical customer service organization.
• Proven ability to work in an environment with limited processes and customer focus to create a best in class customer experience.
• Salesforce, Jira, and Freshdesk expertise.
• Experience leading a global support team.
• Experience working with a very technical support team focusing on efficient troubleshooting on complicated, distributed database systems deployed in various customer environments.
• Proven track record of implementing process improvements resulting in increased customer satisfaction.
• Experience building and executing strategic growth plans for a customer service organization.

Perks and Benefits

• Comprehensive medical, dental, and vision coverage with PPO and HMO options 
• Generous Time Off
• 401k with company match
• Fully-stocked kitchen and bi-weekly catered lunches
• Paid parking and commuter stipend