Head Of Customer Support

Head Of Customer Support

Bird Buddy is on a mission to reconnect people with nature through playful technology. As the Head of Customer Support, you will lead and oversee the daily operations of the support team, ensuring exceptional service and satisfaction for our customers. You will collaborate with cross-functional teams to ensure customer insights drive improvements and innovation. This role involves defining scalable processes, managing performance metrics, and advocating for customers to align support goals with company objectives.

This is a pivotal role for someone who thrives in a fast-paced environment, combines strategic vision with hands-on leadership, and can work closely with a team based primarily in Slovenia, with flexibility to be in our Ljubljana office three days per week.

Key Responsibilities:

• Lead and develop the support team, building a culture of accountability, clarity, and growth.
• Manage strategic support projects, including Help Center redesign, AI support implementation, automation initiatives, and process optimization.
• Represent the voice of the customer across the business, ensuring customer insights influence company decisions.
• Define scalable support processes, standards, and workflows that prepare us for long-term growth.
• Establish and track KPIs, analyse trends, and turn insights into strategic actions that enhance customer satisfaction and efficiency.

Qualifications:

• 5+ years of leadership experience in customer support or related fields, ideally in a tech, startup, or e-commerce environment.
• Strong project management expertise, with the ability to manage cross-functional initiatives from concept to delivery.
• Experience managing teams of 5+ people with a track record of coaching and performance leadership.
• Customer-focused mindset, with a passion for delivering exceptional service and using data-driven insights to improve customer experience.
• Excellent communication skills in English (C1+), both written and verbal.

What's in it for You?

• Dynamic Team: Work alongside a group of passionate individuals who are all about making a meaningful impact.
• Startup Culture: Immerse yourself in the fast-paced, innovative world of a rapidly growing startup. Expect a rollercoaster ride filled with opportunities for personal and professional growth.
• We offer an indefinite contract with a trial period of 6 months.
• Competitive stock options.
• At least 25 days of paid leave.
• And of course, you get your own Bird Buddy and Bird Buddy Pro subscription!

If this describes you, we invite you to submit your application to help us learn more about you and your potential contributions to our mission to connect people with nature through technology.