Head of Customer Support

San Francisco, CA /
Customer Success /
Full-time
At Afresh, our mission is to make the fresh food supply chain more efficient, thus dramatically reducing food waste and making fresh, nutritious food available and accessible to everyone. Our A.I.-powered solutions optimize ordering, forecasting, and store operations for fresh food departments for brick-and-mortar grocers. The results are powerful: grocers using Afresh are on track to reduce more than 20M pounds of food waste, while increasing fresh sales by 3%, massively increasing their profitability.

Afresh is looking for a Customer Support Lead to build a world-class service team to provide unparalleled support and guidance to our customers. You will provide excellent customer support to our clients, creating strong customer relationships and cultivating promoters of our brand and product. You'll also develop a customer support playbook and scale our customer support function as we continue to grow our customer base. You'll own the creation, roll-out and execution of our support strategy and will shape the future of our products to best serve our clients. You have support and commercial experience, love creating new processes in a fast-paced environment, have built and led teams, and are excited to reduce fresh food waste in the grocery industry!

We are a passionate team united by our mission to make an impact -- we hope you’ll join us!

Responsibilities

    • Create scalable customer support processes and playbooks that we will use to build a world-class customer support capability
    • Address technical issues identified by customer feedback and triages issues to our engineering team as necessary
    • Deeply understand Afresh's customers' needs and serve as the voice of the customer
    • Identify, prioritize, and advocate for features that will improve our products and customer experience
    • Stand up and lead our customer support team, setting strategic direction, objectives, and performance metrics for this team
    • Build out and utilize tools and processes to monitor, analyze, and report on customer satisfaction and team performance
    • Effectively train, onboard, and coach new customer team members to enable individual and team development and growth
    • Monitor team performance and provide coaching as needed to ensure both individual and team KPI deliverables are met

Attributes and skills

    • Customer service mindset that allows you to develop and cultivate strong relationships with our customers
    • Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities
    • Understanding of customer business processes, utilizing your expertise and appropriate product functionalities to address customer issues
    • Commercial expertise that allows you to understand and act on what our customers care about most
    • Strong leadership, influencing and communication skills with the ability to interact, influence and align with all levels of the organization, both internal and external
    • Strong self-starter that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
    • Ability to work in ambiguity and build and create processes without clear guidelines or playbooks
    • Effective collaboration with customers and Afresh's Customer Success, Sales, Product, and Engineering teams
    • Experience using database tools and dashboarding tools; basic coding knowledge

Qualifications

    • 5+ years of experience in customer success function
    • Experience with multi-tier customer support capability, including overnight support
    • Knowledge and experience working with a product that includes custom integrations and ML solutions
    • Experience building a customer support team preferred
    • Experience in retail or grocery preferred