Key skills
SaaSLeadership
About this role
Role Overview
- Build and lead HeyMarvin’s support team (recruiting, onboarding, coaching)
- Define and implement scalable processes (ticketing, SLAs, escalation)
- Resolve customer issues across channels (chat, email, in-app, phone)
- Partner with Product & Engineering for customer pain points
- Establish support metrics and reporting
- Create a customer-first culture
Requirements
- 10+ years of experience in customer support
- At least 3 years in a leadership role (startup or SaaS strongly preferred)
- Ability to design scalable processes (ticketing, SLAs, escalation, feedback loops)
- Customer obsession and ability to balance empathy with speed
- Fluent in support tools (bonus points for knowing your way around Intercom)
- Knowledge of KPIs (CSAT, FRT, resolution time, deflection %)
- Team player with CS, Product, and Engineering
- Willingness to be hands-on initially
Benefits
- Professional development
- Flexible work arrangements