Company Description
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Progress Partners is a fast-growing SaaS technology company dedicated to developing next-generation consumer products that simplify and enhance everyday life. Leveraging a blend of creativity and data-driven execution, we create high-impact, accessible technologies, including AI-powered tools and productivity platforms used by millions globally. Our integral team of experts in software development, product design, growth, and analytics collaborates to deliver category-defining innovations. If you’re passionate about building transformative products, Progress Partners provides an opportunity to make a lasting impact in the tech industry. Role Description
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We are seeking a highly structured, strategic-minded Head of Customer Support to fully own and evolve customer support operations across our diverse portfolio of self-serve SaaS products.
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In a self-serve environment, support is the critical safety net for our users.
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Your mission is to build a high-performance, automated, and scalable engine capable of handling thousands of tickets per day while maintaining a lean, efficient operation and protecting company revenue. Key Responsibilities:
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Operational Ownership: Manage the daily operations of a third-party support team (25+ agents), ensuring consistent quality and adherence to SLAs.
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Strategy & Infrastructure: Build the roadmap for support scalability, including the implementation of AI, automation, and self-service improvements (Zendesk optimization, Knowledge Bases).
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Data-Driven Performance: Define and monitor KPIs (FRT, Resolution Time, Backlog, CSAT) and translate these into operational insights.
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Process Design: Create and maintain the 'Support Playbook,' including technical troubleshooting flows, escalation paths, and billing/refund policies.
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Commercial Guardrail: Act as a decision-maker for sensitive situations (billing disputes/refunds), balancing customer satisfaction with the protection of company revenue and chargeback ratios.
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Cross-Functional Feedback Loop: Work closely with Product and Engineering to ensure customer insights directly influence product improvements and bug fixes. What we expect from you:
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7+ years in Customer Support or Support Operations, with a proven track record in SaaS or subscription-based businesses.
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Extensive experience managing large-scale or outsourced support teams.
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Proven success in building support processes from the ground up and improving operational efficiency.
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Zendesk Power User: Advanced experience with support platforms, macros, and automation triggers.
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Strong process design and operational thinking.
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Analytical Mindset: Expert at analyzing support data to identify bottlenecks and trends.
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Experience implementing support automation and self-service improvements.
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Communication: Exceptional written and spoken English.
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A 'get-it-done' attitude with the ability to operate autonomously in a fast-paced environment.
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Why Join
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Us?
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Long-term Growth: We are looking for a partner to grow with the organization over multiple years.
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Impact: You will play a critical role in shaping the support organization for all current and future products.
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Autonomy: Full ownership of the support function with the resources to implement AI and cutting-edge automation.