Head of Customer Support (Singapore)

About Rootly

At Rootly, we are a mission to be the go-to way companies respond when things go wrong, helping every organization be more reliable. We do this by building an industry leading incident management platform that allows companies around the world consistently and quickly resolve incidents. We are not simply transforming an industry, we are carving an entirely new +$B segment ourselves and need incredible talent to achieve this ambitious goal together.

Customers love Rootly. Some of the fastest growing companies around the world such as NVIDIA, Figma, Canva, Tripadvisor, Squarespace and more rely on Rootly to power their critical incident management process. They obsess over our delightful enterprise-ready platform and unique partnership model. See why our customers have reviewed us 5 stars on G2.

Investors love Rootly. We are backed by some of the most respected funds in the world from Y Combinator to operators like the CTO of Dropbox and GitHub. We'd be happy to disclose our entire funding and profitability picture live during the interview. As a culture we relentlessly put transparency first. We conduct monthly financial reviews as a team so everyone has a pulse on the health of the business and publish what we are building in our weekly changelog.

About the Role

Rootly is revolutionizing the way organizations handle incidents and emergencies and our cutting-edge platform empowers businesses to respond swiftly and effectively to critical situations, ensuring the safety and well-being of their employees and customers. As we continue to expand our global presence, we are seeking an experienced and dedicated Head of Customer Support to lead our customer support team in Singapore. As the Head of Customer Support, you will be a key leader responsible for overseeing and enhancing our customer support operations and ensure exceptional customer satisfaction and maintain the highest level of service quality for our clients. You will lead a team of customer support professionals, fostering a positive and collaborative environment to deliver top-notch support to our valued customers. You will help lay the foundation for the entire customer support process and:

• Manage, mentor, and inspire a team of customer support representatives to deliver outstanding service, drive performance, and achieve customer success goals.
• Set and maintain high standards for customer satisfaction, ensuring that customer queries, concerns, and technical issues are promptly addressed and resolved to exceed customer expectations.
• Continuously evaluate and optimize customer support processes to enhance efficiency and improve the overall customer experience.
• Collaborate with internal teams to develop and maintain a comprehensive knowledge base, enabling the customer support team to provide accurate and timely solutions to customers.
• Oversee and handle escalated customer issues, liaising with other departments to ensure swift and satisfactory resolutions.
• Develop and track key performance indicators (KPIs) for the customer support team, providing regular reports to management on team performance and customer feedback.
• Conduct training sessions for the customer support team to ensure they are equipped with the necessary product knowledge and customer service skills.
• Gather and analyze customer feedback to identify trends, pain points, and opportunities for improvement, driving product and service enhancements.
• Collaborate closely with other teams, such as Product Development, Sales, and Marketing, to advocate for customer needs and contribute to overall business growth.
• Stay up-to-date with industry trends, best practices, and emerging technologies in customer support to implement innovative solutions.

The Ideal Candidate

• Bachelor's degree in Business, Computer Science, or a related field.
• Proven experience in customer support management or a similar leadership role in the SaaS industry.
• Excellent communication and interpersonal skills with a strong customer-centric mindset.
• Experience in incident management or emergency response is a plus.
• Demonstrated ability to lead and motivate teams to achieve outstanding results.
• Analytical mindset with a focus on data-driven decision-making.
• Fluent in English; proficiency in additional languages is advantageous.
• Based in Singapore or eligible to work in Singapore.

Benefits

• Comprehensive medical, dental, and vision
• 3 weeks vacation + unlimited sick/mental health days + company-wide shutdown EOY
• M2 MacBook Pro of choice
• $1,000 for health and wellness
• $1,000 for home office
• $1,000 for visiting a teammate located in a different geography
• WeWork membership
• Weekly happy hour on Friday
• Learning and advancement budget at your discretion
• Annual retreat - at least once a year we gather together in person 🏝️
• Ground floor opportunity to be an early member of a fast growing venture-backed startup

Rootly is an equal opportunity employer. We aim to create an environment where every team member at Rootly feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.