Head of Customer Support Operations
Digital Advertising
Posted on 1/13/2023

501-1,000 employees

Neighborhood hub social networking platform
San Francisco, CA, USA
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • Build a Customer Service organization that delivers best-in-class support for our small businesses through operational excellence, outsourced vendor management, process improvement, and tools development
  • Develop a multi-channel, efficient support strategy and improve our business through optimized feedback loops. Use support data to conduct in-depth analyses across business areas (e.g. customer segments, product lines etc.) to develop a deep understanding of key drivers, identifying improvement areas and opportunities to maximize customer LTV
  • Own the efficiency and quality balance of the CS operations - smartly investing in both while incorporating cost considerations to help maximize our investments in our people and build our talent for the future
  • Responsible for short and long-term capacity management, including volume forecasting, capacity management, and workforce strategy
  • Design, lead and execute strategic initiatives that drive a superior customer service experience and create value for customers across their journey - including scaling support operations, launching new support channels, and executing programs that drive sales and reduce churn
  • Define function-specific key performance indicators and thoughtfully manage the team to deliver results and meet goals
  • Advance the strategy and execution of the NOPS team, partnering with Product, Revenue, and Engineering leadership to ensure that we continuously improve our products and deliver value for our customers
  • Act as the strategic thought partner to various members of the Leadership team, helping craft the strategy for various business initiatives
  • 10+ years of experience in Customer Success, Customer Experience, or post-sales functions
  • 5+ years of experience implementing and operating multi-channel customer service strategy - including phone, email, chat, SMS, social, etc
  • 5 years of experience in digital advertising, ideally supporting a scaled self-serve ad platform with expert-level knowledge of campaign optimization, programmatic ad buying, and auction marketplace dynamics. Able to handle escalations from the team and internally champion customer needs with product and revenue teams
  • 5+ years managing global, multi-location outsourced vendor services
  • You are passionate about advertising technology and have a solid working knowledge of one/or more media platforms, including Google Ad Manager, Google Ads, Google Display & Video 360, Facebook Business Manager, Spotify Ad Studio, Twitter Ads, TikTok Ads Manager, and more
  • Strong experience with UX products and thought leadership to design and execute delightful support experiences
  • Experience working with small businesses and developing strategies to scale services and support
  • Experience with Salesforce Service Cloud (preferably with implementation), customer service tools and systems, and experience in automating agent workflows by leveraging AI technologies
  • You're skilled and comfortable at engaging and communicating with senior executives, influencing without authority, and managing large cross-functional stakeholders
  • A strong operational focus to build a scaled operating model with people, tools, systems & process improvements to drive efficiency and effectiveness across the customer lifecycle
  • You've built several solutions from the ground up and have taken ideas from zero to one
  • You use data to drive strategy, decisions, and outcomes
  • Excellent verbal, written, and presentation skills - must be able to communicate complex ideas in both technical and business-friendly language
  • We are seeking a Head of Customer Support Operations to build a best-in-class customer service function that supports the businesses on Nextdoor in achieving their advertising goals on Nextdoor. Your mission is to help define and execute our support strategy for various advertising and marketplace solutions, including our newly launched Neighborhood Ad Center, a self-serve platform that allows small and mid-sized businesses and agencies to create and launch campaigns to reach local audiences
  • We're looking for an expert in digital advertising customer support operations with a deep understanding of campaign optimization and programmatic ad buying and auction marketplace dynamics. In this role, you will build internal and outsourced teams to operationalize and scale service programs that enable businesses to advertise and gain sustained value from Nextdoor. This is a leadership role on the Neighborhood Operations team reporting to the Global Head of CX Operations
  • Your responsibilities will include:
Desired Qualifications
  • Experience managing managers