This person will manage a Service Desk team which interacts with Talkpush users daily, attempting to turn detractors into promoters through training, customer support, and continuous improvement of the user experience.

Talkpush is the leading automation software for high volume recruitment. We work with some of the largest employer brands in the world, such as McDonalds, Adecco, and Accenture. We help their recruiters engage with candidates in a more automated manner. Our users are recruiters who use Talkpush to expand their talent pool and improve the candidate experience.

If you:

Care deeply about making customer happy and can see yourself “owning” a rapidly expanding community of users and teaching them how to use one of the coolest technology they have ever handled
Like to build processes and to write documentation to help users transition to a more automated, more self-service help center
Love to geek out and configure new systems (e.g. intranets, communities, help desks, automated assistants, etc.)
Enjoy chatting with engineer and business folks alike
Care deeply about the team you lead and know how to keep them amused and energized
Look forward to debating with strong minded individuals you don’t always agree with

… then you may well be the one we’re looking for!

Roles & Responsibilities

Run a small (3) distributed team in charge of customer support
Aggregate and analyze product issues using internal tools, support tickets, and other data sources to gather user insights and use those insights to drive product improvements and improve user happiness
Own processing of user tickets, feature requests, bug fixes, and access permissions
Help product and engineering prioritize fixes and roadmap
Communicate upcoming product features and changes to our users
Create training materials and ongoing educational documentation and make content available online for self-service user training sessions via Talkpush Academy
Find new ways to turn our users into Talkpush advocates
Act as a technical consultant externally and internally for Talkpush, working with our sales, product, and customer success teams

Qualifications & Experience

6+ years experience in technical operations, leading a customer care, technical support or operations team, managing small teams
Obsessed about delivering positive product experiences
Operational savviness, ability to prioritize and work on multiple projects simultaneously, keeping focus on execution and delivering results consistently
Proven ability to work cooperatively with various teams, including business development, operations, sales and engineering to deliver the best business outcome
Demonstrated ability to interact with business executives to both understand their requirements, and to discuss proposed programs and engagements
Strong verbal and written communications skills are a must, as well as leadership skills
Strong analytical skills, with excellent problem-solving abilities in the face of ambiguity
Loves working with technical and creative people. Humble and mature leader who can create structure but also give (creative) space to his/her people
Experience in Ticket management system (e.g. Intercom, Zendesk) is expected
Experience in SQL, CRM, BI and analytics preferred
Experience with project management processes (e.g. Agile and Scrum) is welcome
Experience with international operations including product launch and customer development
Any experience with Enterprise software is welcome
Post-early-stage startup experience welcome, especially if you have helped it transition from early stage to maturity

Head of Customer Care and User Happiness - Remote

About Talkpush