Support Strategy Lead
San Francisco, CA or Portland, OR /
Customer Support /
Otter is on a mission to create a world of care and opportunity by connecting parents who need childcare with stay-at-home parents who can care for their kids. Our goal is for every child to have access to safe, high-quality childcare and for every stay-at-home parent to be economically empowered in a way never before possible. Over the next ten years, Otter will facilitate millions of hours of childcare and unlock billions of new economic opportunities for stay-at-home parents.
Otter is growing quickly!
Otter’s growth has surpassed our most optimistic expectations: Otter is live in two cities, growing quickly, and we have more demand than we can keep up with. We’re building a category-defining, technology driven solution that works for today’s families in the $75B childcare category. Otter has attracted more than $27M from leading venture investors and angels, including Sequoia Capital, Andreessen Horowitz, Abstract Ventures, Thrive Capital, and a diverse set of world-class operators including Kevin & Julia Hartz, Michael Ovitz, Dylan Field, Scott Belsky, Maran Nelson, Hunter Horsley, Backend Capital, Varsha Rao, Jana Messerschmidt, Claire Hughes Johnson, Jessica Verrilli, Sarah Nahm, Stephen Chau, Marc Hedlund, and Shreya and Anand Iyer.
We are still defining how, and with what tools, we provide support to the care-seekers and care-providers who rely on our platform: how we enable them to answer their own questions, how they get help when they can't, and how we ensure we're always there for people when they need us most. As our first Support Strategy Lead, you will have the opportunity to define, implement, and manage both our overarching support philosophy and tools (e.g. CRM, Help Center) and the processes (e.g. Quality, Training) we will need to make that vision real. You will partner closely with our Head of Community Policy and Head of Trust and Safety to ensure that we always keep the safety of families at the forefront of our approach to support.
What You'll Do
- Develop our overall approach to Customer Support as an outgrowth of our central commitment to Trust and Safety.
- Stand up and manage Zendesk in all of its facets (Omnichannel, Tagging, Routing, etc) and manage the integration of all of our support tools, especially Checkr, Persona, and Stripe.
- Build a long term strategy for our support ecosystem, including selection of vendors for potential future needs as well as (eventually) internal customization and/or scratch-built tooling.
- Manage relationships with support system vendors on an ongoing basis.
- Develop agent training that is designed to ensure responsive support and to instill a safety-first mindset in agents, no matter their focus, and create an internal knowledge base to guide agents, including the creation of content for non-T&S related support subjects.
- Own the creation and maintenance of macros available to support agents to ensure consistency of voice and clarity of communication.
- Develop a framework for Quality measurement, including reporting and dashboarding with the support of our Data team, so that we can ensure support remains excellent as we scale the operations team.
- Stand up, maintain, and create initial content for our Help Center, in coordination with the Head of Community Policy.
What You're Great At
- Turning plans and strategies into reality through top-notch execution, even in the face of roadblocks and ambiguity.
- Exercising exceptional judgment to ensure that our execution plans are always true to our values and to our commitments to families.
- Using insights from data to drive operational improvements and build a scalable support service.
- Moving quickly to learn what works and what doesn’t, iterating, and then building tools and processes to scale.
- Collaborating with data science, product, engineering, operations, support, and other teams to provide quick feedback and learning.
- Empathizing with and supporting users and team members in stressful and challenging circumstances.
Who You Are
- You believe care work is real work.
- You have superior communication skills, including the ability to prioritize and efficiently and transparently communicate results at a team, executive, and company level.
- You’re willing to talk about your work in writing so you can contribute to a company culture where we learn from one another, so we can learn faster together.
- You have attention to detail and thrive in a fast-moving environment.
- People who know you would call you a team player with a desire to jump in and be “hands on” as needed.
- You embrace Otter's values and operating principles.
Please apply even if you don't meet 100% of the criteria above. Nobody checks every box every time and we'd love to talk to you about how and why you can see yourself growing into this role. We're also very open to candidates with non-traditional experience, especially those who have taken time out of the traditional workforce to care for their children or other loved ones.
Otter embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.