What We Do

At Productable, we strive to turn everyday employees into problem solvers and are on a mission to make fearless experimentation modus operandi for organizations everywhere. We're a patent-pending SaaS platform that gives organizations all the tools they need to turn ideas into real, scalable innovations. With Productable, leaders get all the right insights, so they know when to pile on resources or when to pivot; and individual innovators get the guidance they need to develop their own ideas at fastest speed.

What You’ll Do

We are looking for a Head of Customer Support who will lead customer outcomes of our SaaS solution. You are passionate about turning potential customer pain points into amazing experiences while collaborating with design, product management, and engineering teams. Your duties will include building the customer support model for our application and site.

You should be able to hit the ground running building the customer service back and front end in accordance with best practices and accessible design.

  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
  • Establishes performance metrics for customer service.
  • Establishes service levels and requirements for the department.
  • Develops and implements methods to record, assess, and analyze customer feedback.
  • Develops and implements training and quality assurance programs for new hires and experienced employees.
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
  • Acts as a liaison between the customer service department and other divisions.
  • Drafts and implements the department’s budget.
  • Performs other related duties as required

What Experience You Need

  • At least five years of related experience required, with prior management experience highly preferred.
  • Bachelor’s degree.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • US Citizenship (requirement)

Compensation

  • Competitive Salary + Equity
  • Health Insurance
  • Additional benefits to come as we grow

What We Aspire To

Our culture is in genesis mode, but we're already giving personalized perks a go: flexible work hours, birthdays off, remote friendliness and requisite vacations are our M.O. We aspire to build a culture with even more happiness perks, and we want all our employees to help us do it. We're tossing around ideas like remote work opportunities in fun places and a build-your-own work environment.

Productable is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Productable participates in the E-Verify program as required by law to verify identity and eligibility to work in the United States.