Head of Customer Support

  • Customer Service
  • Full time
  • 2 years ago

Job Information

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    No. of Openings 1 opening
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    Location Restrictions USA only

Job Description

We’re looking for an experienced Head of Customer Support to manage our team of support specialists.

We’re looking for someone who cares deeply about people, who can identify and understand the root cause of issues and who is passionate about providing an exceptionally high standard of care – both for our customers and for our team.

As we’re currently expanding our team of customer support specialists, we’re looking for someone who will be responsible for hiring this team. This role is about improving both the size and efficiency of this team – growing this team, while refining our best practices and establishing key metrics for success. We’re looking for someone who will provide insight and actionable solutions, both to ensure our customers continue to experience a high quality of service, and to help our team members grow and thrive in their roles.

Our support team is responsible for hearing customer feedback, answering their questions and addressing their concerns. The Head of Customer Support will distill this information, to help make sure that our priorities are aligned with our customers’ feedback.

To be successful in this role, you will need to be:

  • Passionate about delivering an exceptionally high standard of customer care
  • Ready to lead by example, providing exceptional customer service that helps our customers and sets standards for this team
  • Able to identify best practices and metrics for success
  • Thoughtful and empathetic, and have a coaching mentality, mentoring our support team members
  • You don’t need to already know the ins and outs of driver licensing and road safety in California. You do need to be eager to learn!

About Us

Coastline Academy is on a mission to rid the world of car crashes. Creating a modern driver education experience is the first step towards that goal.

We believe people learning to drive deserve better. Whether they’re 15 or 90, whether they’ve never sat in the driver seat or have been driving for decades, we create a driving experience that will make them a safer and more confident driver for the rest of their life.

You can’t start a company to rid the world of car crashes without obsessing over safety. At Coastline we believe it’s impossible to create one curriculum for everyone. That’s why we customize every lesson and every package to our customers.

Coastline Academy is a fully distributed company and we accept applications from across the United States.

About You

Must-haves for this role:

  • You’re passionate about customer experience, and want to deliver a high-quality experience, every time
  • You have a strong background in Zendesk or similar customer support software
  • You’ve previously managed a customer support team and care about their long-term growth
  • You have experience hiring, interviewing and training new support team members
  • You are able to advocate both for our customers and advocate for your team

Next steps

Please submit your resume and a cover letter, outlining why you would be a good fit to join our team.


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