Head of Customer Support

RoomRaccoon

RoomRaccoon was founded in 2017 by Nadja Buckenberger and Tymen Van Dyl with the mission to revolutionise hotel operations through our all-in-one hotel management system.

Today, our diverse team of 110 professionals spans five offices worldwide, serving over 2,000 clients across Europe, the USA, and Africa. As an international, fast-growing tech company, we are transforming the way hoteliers operate, empowering them to manage their properties more efficiently and effectively.

Title: Head of Customer Support

Type: On-site
Terms: Full-time
Language: English
Location: Only considering applications based in South Africa (Cape Town)

Your North Star
The mission of RoomRaccoon's Head of Customer Support is to drive operational excellence within our Customer Support team by optimising processes, supporting our Service Operations Managers, and championing a high standard of customer satisfaction. You will work closely with the Head of Customer Service to ensure the team meets performance goals and provides a seamless, world-class customer experience.

• NORTH STAR: Support Churn on target.
• Team Performance Metrics: CSAT, First Contact Resolution, and SLA adherence.
• Driving inbound CP prevention through analysis and AI support tools.
• Successful hiring, training, and development of all support team members.
• Representing the voice of the customer and their needs in all forums.

Day in the life of the Head of Customer Support

Team Leadership & Development

• Lead and manage the Team Managers, who oversee Customer Support Consultants in different regions and languages.
• Ensure effective hiring, training, performance monitoring, and career development for the team.
• Create an inspiring and collaborative environment that fosters continuous learning, adherence to best practices, and career progression.

Performance Management

• Monitor and evaluate team performance against our internal Performance Framework.
• Identify and address performance gaps by providing strategic direction to Service Operations Managers and implementing coaching initiatives.
• Collaborate with the Head of Customer Service to define, track, and achieve key metrics, making data-driven adjustments as needed.

Process Improvement & Quality Assurance

• Create and implement Standard Operating Procedures to ensure consistent support quality across all channels.
• Oversee quality assurance programs that monitor customer interactions, flagging areas for improvement in customer experience.
• Drive the use of feedback loops from customers and agents to continuously improve support workflows, tool usage, and response times.

Escalation Management & Problem Resolution

• Oversee escalated cases from Team Managers, ensuring they are resolved promptly and thoroughly.
• Act as a senior point of contact for complex cases, providing strategic guidance and advocating for customers when needed.
• Manage root cause analysis efforts with Team Managers and Specialists on recurring issues to drive inbound contact prevention.

Cross-Functional Collaboration

• Liaise with Product, Implementation, and Customer Success teams to ensure alignment on customer feedback and ongoing support needs.
• Represent the voice of Customer Support in internal initiatives, helping shape strategies that enhance the customer journey.
• Contribute to cross-departmental meetings, ensuring support processes and policies are aligned with RoomRaccoon’s overall goals.

Key Skills

• 10+ years of experience in a customer support or operations role.
• 5+ years in managing/leading teams across different regions or languages.
• Strong leadership skills, with experience in managing and developing mid-level managers.
• Proven track record of driving performance and process improvement in a B2B tech environment.
• Customer-centric and solution-focused, able to motivate teams and resolve escalations effectively.
• Strategic, organised, and process-oriented.
• Excellent communication skills, both written and verbal, and the ability to present complex information in a clear, actionable manner.

Beneficial skills

• Demonstrated experience in a startup or scale-up environment, showcasing adaptability, innovation, and the ability to thrive in fast-paced, high-growth settings.

How to be successful as the Head of Customer Support

• Strategic Visionary: Capable of executing forward-thinking strategies to drive business success.
• Highly Organised: Skilled at managing multiple priorities effectively and ensuring seamless operations.
• Process-Oriented: Adept at designing, implementing, and optimising workflows for efficiency and consistency.
• Exceptional Interpersonal Skills: Demonstrates outstanding communication, coaching, and leadership abilities to inspire and guide teams.
• Influential Motivator: Proven ability to influence stakeholders and motivate teams to achieve goals and embrace change.

Perks

• Free Food Fridays
• Mac Environment
• Incentive Based Commission
• Formal Training Budget
• Annual Hotel Experience
• Equity
• Birthday & Christmas Vouchers
• Medical Aid Contribution

Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!