Head Of Customer Support

Head Of Customer Support

Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary focus is on the K-12 educator sector as we are critical in helping scale a teacher and improve student outcomes. Screencastify is used by over 15M people, and as we scale our impact, we're seeking a strategic and energetic Head of Customer Support to lead our critical Customer Support team (Tier 1–2).

This is a unique leadership role designed to unify customer experience across reactive support and proactive growth. You'll directly manage the Customer Support team and drive alignment with our CSM team to expand value across all B2B and B2C customers. You will partner closely with the Customer Success leadership team to ensure operational excellence, high Net Revenue Retention, and an outstanding customer experience.

This role is special because:

1. You lead the frontline of customer experience. By managing our support teams, you ensure fast, thoughtful, and consistent service across every touchpoint.
2. You'll work cross-functionally to drive results. From Sales and Product to Ops and Marketing, you'll be a key player in how Screencastify delivers value at scale.
3. You shape the customer perception of Screencastify. You'll design and implement systems to identify the best experience for all users as they engage with Screencastify.

What you'll do:

• Manage and develop the Tier 1 and Tier 2 Support team to meet and exceed key performance indicators for response time, satisfaction, and resolution.
• Own Zendesk strategy to execute the lowest time for first responses and full resolutions, while managing communication within Zendesk to optimize the customer interactions.
• Analyze support trends to identify systemic issues and collaborate with Product and Success teams on long-term improvements. Communicate with CS and GTM teams on support ticket status and product releases.
• Work cross functionally with Product and Engineering to identify potential defects in the product, and ensure all teams are working toward a single goal.
• Create and document frameworks, tools, and processes that empower the support team to operate efficiently and consistently, even without direct reporting.
• Partner with the VP of Customer Success to refine support metrics and drive team alignment.
• Streamline internal communication in Slack, email, and other channels.
• Update and maintain Simplesat, NPS (Ortto), Livechat/Livebot, and Knowledge Base.
• Provide individualized coaching and thought leadership to team members working in reactive and proactive motions simultaneously.

What success looks like in this role:

• Consistently exceed SLAs (Response and Resolution time) and maintain high customer satisfaction.
• Identify and execute cross-functional initiatives that reduce support volume or improve product experience within the first year.
• Enhance relationships, foster collaboration, and improve inter and cross-departmental communication in relation to the support team and its tasks.