Customer Support Lead

About HeyGen

HeyGen is a cutting-edge AI-powered platform revolutionizing the world of video creation.

Highlights

• Join a smart and energetic team with emphasis on individual development
• Take big ownership, deliver a huge impact on brand/product quality via diverse challenges and achievements
• Create world-class brand, product and customer experience directly with founders from 0 to 1

Responsbilities

• Achieve high customer satisfaction by resolving customer support requests on various channels (including emails, in-app messages, meetings, etc.) based on solid understanding of the service and product HeyGen provides as well as customer segmentation
• Build up and maintain a support team onboarding runbook that evolves as the product iterates, for supporting smooth on-demand scalability of HeyGen customer support force
• Build up a positive feedback loop that connects the users with the product to cultivate healthier product iteration with authentic user insights

Requirements

• At least 5 years of experience in customer support in a tech company with proven success in customer satisfaction, minimal 1 year of customer support team managing experience.
• Eager to get hands dirty by executing and solving problems on the front line, gathering first hand experience and insights.
• Strong empathy for customers of all kinds, from non tech-savvy business owners to corporate IT managers, to build positive connections and communicate/resolve their problems in the languages customers speak.
• Structural and process-oriented thinking, capable of converting 1st hand experience into a repeatable team runbook that is efficient to scale up the team, with the ability to manage internal or external support specialists.
• Clear logic, outstanding team collaboration, capable of working with teams across time zones efficiently to build up a scalable and accurate runbooks and guidelines and keep them up-to-date.
• Good understanding of software products from both technical and user experience perspective, capable of understanding the product decisions and technical details of implementation needed to provide more detailed customer support/success.
• Open-minded, self-driven, strong learner, constantly on the front edge of the industry and brings the latest insights to the team.

Bonus Points

• You have led an impactful customer support team from 0 to 1 at an established tech company
• You are technical enough to understand certain tech details of our product to support customers in such topics as API, rate limits, webook, basic video codecs, etc.
• You are a master of customer support toolbox like onboarding, runbook, Intercom, Zendesk, etc., have built up a scalable and efficient workflow for the support function.

 

What HeyGen Offers

• Competitive salary and benefits package.
• Dynamic and inclusive work environment.
• Opportunities for professional growth and advancement.
• Collaborative culture that values innovation and creativity.
• Access to the latest technologies and tools.

HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.