Head of Customer Support

Well, hello there 👋

Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary focus is on the K-12 educator sector as we are critical in helping scale a teacher and improve student outcomes. Screencastify is used by over 15M people, and as we scale our impact, we’re seeking a strategic and energetic Head of Customer Support to lead our critical Customer Support team (Tier 1–2).

About this role

This is a unique leadership role designed to unify customer experience across reactive support and proactive growth. You’ll directly manage the Customer Support team and drive alignment with our CSM team to expand value across all B2B and B2C customers. You will partner closely with the Customer Success leadership team to ensure operational excellence, high Net Revenue Retention, and an outstanding customer experience.

Why is this role special?

1. You lead the frontline of customer experience. By managing our support teams, you ensure fast, thoughtful, and consistent service across every touchpoint.
2. You’ll work cross-functionally to drive results. From Sales and Product to Ops and Marketing, you’ll be a key player in how Screencastify delivers value at scale.
3. You shape the customer perception of Screencastify. You’ll design and implement systems to identify the best experience for all users as they engage with Screencastify.

What you'll do:

• Manage and develop the Tier 1 and Tier 2 Support team to meet and exceed key performance indicators for response time, satisfaction, and resolution.
• Own Zendesk strategy to execute the lowest time for first responses and full resolutions, while managing communication within Zendesk to optimize the customer interactions. 
• Analyze support trends to identify systemic issues and collaborate with Product and Success teams on long-term improvements. Communicate with CS and GTM teams on support ticket status and product releases.
• Work cross functionally with Product and Engineering to identify potential defects in the product, and ensure all teams are working toward a single goal. 
• Create and document frameworks, tools, and processes that empower the support team to operate efficiently and consistently, even without direct reporting.
• Partner with the VP of Customer Success to refine support metrics and drive team alignment.
• Streamline internal communication in slack, email, and other channels.
• Update and maintain Simplesat, NPS ( Ortto), Livechat/Livebot, and Knowledge Base.
• Provide individualized coaching and thought leadership to team members working in reactive and proactive motions simultaneously.

What success looks like in this role:

• Consistently exceed SLAs (Response and Resolution time) and maintain high customer satisfaction.
• Identify and execute cross-functional initiatives that reduce support volume or improve product experience within the first year.
• Enhance relationships, foster collaboration, and improve inter and cross-departmental communication in relation to the support team and its tasks.

Requirements

You're perfect for this role if you:

• Have experience managing Customer Support teams and a passion for data-informed decision making.
• Are energized by developing systems that scale human effort and maximize team impact.
• Thrive at the intersection of empathy and efficiency.
• Are a strong collaborator who can drive alignment across multiple functions and teams.
• Love the energy of a startup, the challenge of solving ambiguous problems, and the reward of helping others shine.
• Care deeply about the team you manage, their success, and their work life balance.

This is a Chicago-based hybrid position with 3 days a week in the office.

Working at Screencastify

At Screencastify, we are results focused and here to improve education globally. This isn’t an easy feat but it is important for our future. We value accountability, commitment, and speed. We take our responsibility to our customers very seriously, so when we miss a deadline or slow down, it matters. 

We’re a competitive culture and strive for speed and innovation. We are problem solvers, don’t point fingers and rather enjoy working together to bring solutions to the forefront.

We love a challenge and pushing the world forward with creativity, ingenuity and out of the box thinking. People are everything and we want to work in a company of deeply good people who treat their colleagues exceptionally well. Rule #1: Be a good person.

Compensation

The expected annual base salary for this role is anticipated to star