Head of Customer Support

**Head of Customer Support - SaaS | Leadership | Remote**:
Join **RoverPass**, a leading online booking platform for RV parks and campgrounds across the United States, as our **Head of Customer Support**. This pivotal role combines team leadership, operational excellence, and strategic collaboration to ensure a seamless customer experience across our SaaS platform. If you’re a proactive leader passionate about delivering exceptional customer service and driving team success, we’d love to hear from you

**About RoverPass**:
At RoverPass, our mission is to simplify outdoor adventures through innovative technology and exceptional customer service. We provide a seamless reservation experience for campers and campground owners, empowering them to connect effortlessly and enjoy the great outdoors.

**Role Overview**:
The **Head of Customer Support** is responsible for leading and optimizing our Customer Support Representatives (CSRs) and Onboarding Specialists. This is **not a traditional call center management role**—it’s a strategic leadership position where you’ll directly impact customer satisfaction, team performance, and the evolution of our SaaS platform. You will be instrumental in building a customer-first culture that enhances our brand reputation and drives user engagement.

**Key Responsibilities**:

- **Team Leadership**
- Manage and mentor a team of CSRs and Onboarding Specialists, fostering a high-performance, customer-focused culture.
- Oversee hiring, training, and professional development to ensure the team’s success.
- Monitor performance metrics, provide constructive feedback, and implement improvements as needed.
- **Customer Experience Optimization**
- Ensure customers maximize the value of our SaaS platform by addressing their needs, resolving issues, and capturing actionable feedback.
- Collaborate with Product and Development teams to recommend and implement platform enhancements based on customer insights.
- **Operational Excellence**
- Develop and refine SOPs to ensure consistent, high-quality customer interactions.
- Implement tools and systems to improve efficiency, monitor team performance, and enhance customer satisfaction.
- **Strategic Collaboration**
- Work with senior management to align customer support strategies with overall business goals.
- Act as the voice of the customer within the organization, ensuring their feedback influences product and process improvements.

**Requirements**:

- Proven experience leading customer support or success teams, ideally in a SaaS or tech environment.
- Strong leadership and motivational skills, with a track record of building and managing high-performing teams.
- Excellent communication skills with fluency in English (bilingual proficiency is a plus).
- Experience with CRM tools (e.g., HubSpot, Zendesk) and data-driven performance monitoring.
- Ability to implement and optimize processes in dynamic, fast-paced environments.
- Strategic thinking with a hands-on approach to problem-solving and team management.
- Availability to work flexible hours to support a global customer base.

**What We Offer**:

- **Remote Work**: 100% remote position, enabling you to work from anywhere.
- **Competitive Compensation**: USD salary range of $30,000-$39,000 per year, plus performance-based bonuses.
- **Career Growth**: Opportunities to grow into a Director-level position and join the management team.
- **Work-Life Balance**: Flexible hours and a generous PTO policy (28 days per year) with additional sick leave and comprehensive maternity/paternity benefits.