Head of Global Technical Support

| Greater LA Area
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
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • ReactFrameworks
    • MySQLDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • ApptopiaAnalytics
    • AppAnnieAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • PipedriveCRM
    • SalesforceCRM
    • FreshDeskCRM
    • MailChimpEmail
    • MixRankLead Gen

Location

AppOnboard's headquarters is located in West LA, close to plenty of bars and restaurants (e.g. Westwood, Santa Monica, Sawtelle).

An Insider's view of AppOnboard

How do you collaborate with other teams in the company?

Our open office space fosters an environment of collaboration where we can always catch up with members of any team. We have frequent check-ins and roundtable discussions, which help us maintain clear communication throughout the entire organization. We all benefit from knowing about each department's goals and tackle problems together!

Molly Stott

Account Manager

How does the company support your career growth?

AppOnboard has supported my professional development by empowering me with the responsibility and freedom to explore my strengths and dive into the aspects of the business that excite me. From Day 1, I’ve felt supported in the risks that I take and encouraged to break through the professional and personal comfort zones I had created for myself.

Katie Weinstock

Senior Director of Business Development

What’s the vibe like in the office?

Just like you'd expect with any start-up with tons of promise, the office has a very exciting and high energy vibe. Everyone has a positive attitude and will pound the pavement to accomplish our goals together!

Sohair Mahmood

Head of Ad Ops

What are AppOnboard Perks + Benefits

AppOnboard Benefits Overview

We provide a multitude of benefits (Dental, Health, Vision) and a fun, start-up environment! Our main mottos are #OneTeamOneDream and #WorkHardPlayHard. We also take pride in offering all our employees with equity within the company. Check out additional perks about working at AppOnboard below!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
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