Description:
Kosmic.ai is revolutionizing AI-driven tools for creators, businesses, and innovators. We are seeking a Head of Customer & Technical Support to lead and establish an exceptional support experience. This role combines customer success leadership with technical troubleshooting expertise, ensuring every customer interaction is seamless and impactful.
This is a foundational leadership position—you’ll design, implement, and lead customer and technical support strategies, with full ownership of the department as we grow.
Your Role at Kosmic.ai1. Build & Lead World-Class Support
- Design scalable customer and technical support workflows using HubSpot and other tools.
- Develop ticketing, live chat, and escalation processes to handle both general and technical inquiries.
- Manage interactions with diverse customer segments: waitlist users, affiliates, beta testers, and subscribers (platform and AppSumo).
2. Ensure Customer Success
- Drive customer satisfaction and retention through proactive engagement.
- Onboard and train users to maximize the value of Kosmic.ai’s tools.
- Act as the face of customer support, ensuring feedback, complaints, and feature requests are heard and addressed.
3. Manage Technical Support
- Troubleshoot and resolve technical issues, including bugs, integration problems, and system errors.
- Collaborate with the engineering team to resolve complex issues and provide timely updates to customers.
- Maintain a robust knowledge base with technical guides and FAQs.
4. Own Metrics That Matter
- Monitor and report on customer-centric KPIs:
- MRR (Monthly Recurring Revenue)
- CLV (Customer Lifetime Value)
- NPS (Net Promoter Score)
- First Response Time (FRT) and Average Resolution Time (ART)
- Analyze technical issue trends to identify root causes and drive product improvements.
5. Scale the Department
- Set the foundation for a scalable support team and processes.
- Hire and manage new team members as Kosmic.ai grows.
- Create a long-term roadmap for scaling customer and technical support globally.
What We’re Looking ForRequired Skills
- Customer Support Expertise: Proven ability to manage customer inquiries, retention, and satisfaction in SaaS or startup environments.
- Technical Troubleshooting: Strong technical aptitude to resolve issues with SaaS tools, APIs, and integrations.
- Leadership & Collaboration: Experience leading support teams and working cross-functionally with product, engineering, and marketing teams.
- HubSpot Mastery: Proficient in using HubSpot (or similar CRMs) for workflows, ticketing, and automation.
- Data-Driven Approach: Skilled in tracking and interpreting KPIs like MRR, CLV, NPS, and resolution times.
Preferred Skills
- Familiarity with bug tracking tools (e.g., Jira, Trello) and SaaS platform architecture.
- Experience managing affiliates (e.g., Retiddu) and other third-party integrations.
- Knowledge of marketplace business models, including buyer and seller dynamics.
Your Background
- Experience: 5+ years in a senior customer or technical support leadership role in SaaS or startups.
- Education: Bachelor’s degree in business, IT, or a related field.
- Soft Skills: Empathy, clear communication, and a proactive mindset to deliver exceptional customer experiences.