Head of Support
Posted on 1/8/2024
INACTIVE
Wingspan

51-200 employees

Payroll platform for managing independent contractors efficiently
Company Overview
Wingspan, a pioneering payroll platform for independent contractors, offers a unique blend of efficient contractor management tools and employee-centric benefits. Its competitive edge lies in its streamlined onboarding, accelerated payments, and access to benefits, which are highly valued by its user community. The company's commitment to simplifying payment tracking and providing accounting support, as well as free Teladoc visits, further solidifies its position as an industry leader in the flexible workforce sector.
Financial Services
Data & Analytics

Company Stage

Series A

Total Funding

$29.4M

Founded

2019

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

6%

1 year growth

119%

2 year growth

220%
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Zendesk
CategoriesNew
Customer Success & Support
Requirements
  • Minimum of 5 years in a leadership role within customer support or a related field
  • Demonstrated experience in managing technical support teams, especially in a SaaS or payments environment
  • Ability to work in a fast-paced, high-growth environment, with flexibility to adapt to changing priorities
  • Strong analytical skills with a data-driven approach to decision-making
  • Excellent communication and interpersonal skills, with the ability to engage effectively with both internal teams and customers
  • Experience at a Seed - Series B company building support teams from the ground up
Responsibilities
  • Design a balanced support framework, integrating dedicated staff, outsourced resources, and leveraging self-service strategies and AI enhancements
  • Lead, mentor, and expand a team of support professionals, fostering a culture of excellence, accountability, and continuous learning
  • Analyze support metrics and KPIs to identify trends, address areas of concern, and implement improvements
  • Collaborate closely with cross-functional teams, including Product, Engineering, and Customer Success, to enhance product offerings and customer experience
  • Ensure the support team is equipped with the necessary tools and training to provide top-notch service
  • Strategically identify, select, and implement a Support Tooling to facilitate the rapid scaling and efficient management of Wingspan's support platform
Desired Qualifications
  • Experience with customer support technologies and platforms (e.g., Zendesk)