Build and lead our customer support team, optimising efficiency

• Based remotely in US, working EST hours

What is Attio

CRMs are at the center of the software stack for millions of businesses. They're ubiquitous and totally essential, yet current products are completely archaic, unloved and in massive need of overhaul.

This is software that millions of people use for hours and hours a day – and a $50 billion category – yet you probably can't think of a single awesome piece of software in this space.

Attio is changing that. We’re building a radically new type of CRM that is incredibly flexible and as powerful as the most advanced CRM data models, but also as intuitive, delightful and collaborative as today’s best software.

Attio is the CRM of the future: a living, breathing platform that connects with a customer’s GTM stack and evolves with them as they grow – from zero to IPO and beyond.

Why is this role important?

As the Head of Support at Attio you will build and lead our customer support team.We are particularly interested in hearing from:

• 6-10 years of leadership experience in customer support for a technical B2B SaaS product
• Experience with support tools and technologies, including AI and automation

Whose Team will you join?

You will join our customer support team, managing Cassandra and Maryna. This role reports to Hollie, COO. Attio customers are really happy with our support. We consistently have 95% CSAT (often near 100%) and we get tons of good feedback from customers about the level of support they received.

Product evolution and customer base growth is increasing ticket volume. There are several different levers we have that can help us make support more efficient as it scales.

You will be leading the next generation of support at Attio including:

• Hiring & org design
• Overseeing scaled resources (e.g., help center)
• Ensuring we have the most cutting edge, and efficient tools, tech (e.g., internal tools, AI)
• Creating support tiers for prioritization
• Defining handoffs with Sales, CS and other parts of the organization
• Developing training & documentation needed to scale the team

What is it like to work at Attio?

Attio employees are currently based in the US and Europe. We are all trusted to produce high quality work in the environment that works best for us.

Attio is for people who own their role, learn quickly, are endlessly curious and find happiness in delivering consistently brilliant outcomes that push the company forward. We love to work with people who are passionate about working this way and will do whatever it takes to get things done.

Kindness is evident in how we work and there is a high level of respect across the team thanks to working hard. This allows us all to challenge ideas, be independent and attract world class talent to join us.

What are the role requirements?

In this role, you will be expected to:

• Build and lead a world-class support team.
• Design the support organization to scale efficiently with our growing customer base.
• Foster a culture of excellence, customer empathy, collaboration, and continuous improvement.
• Manage and optimize the Help Center including working with marketing, design and front end team to ensure it’s easy for our customers to use and navigate.
• Evaluate and integrate the latest support tools and technologies, including AI and internal tools.
• Drive automation and efficiency improvements in support processes.
• Develop and implement a tiered support system to ensure prioritization of high-impact issues.
• Establish clear guidelines for issue escalation and resolution.
• Create seamless handoff processes between support, sales, customer success, and other relevant teams.
• Ensure clear communication and collaboration across departments to enhance the customer experience.
• Design and deliver training programs for the support team to enhance their skills and knowledge.
• Develop comprehensive documentation to support team onboarding and ongoing learning
• Track and report on key support metrics, including response times, resolution times, and customer satisfaction scores.
• Use data and analytics to identify trends, areas for improvement, and opportunities for proactive support.

We believe the right person will have the following attributes:

• Strong organizational and team-building skills.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritize multiple projects in a fast-paced environment.
• Passion for delivering exceptional customer service and a track record of maintaining high CSAT scores.

What does the hiring process look like?

We respond to applicants before the end of each week and within 24 hours of each interview, we will request and share feedback at every stage.

Applicants can expect the following:

1. Initial call - 30 minutes
2. Interview for Customer Empathy & CS interlock - 45 minutes
3. Interview for Engineering collaboration - 30 minutes
4. Meet the Support team - 30 minutes
5. Offer stage

All of the above will be conducted remotely. Some of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo or have other suggestions for us.

Everyone who completes at least one of the above stages will be asked to provide feedback on the overall process and offered some help on their career if it's not joining Attio at this time.

What will an offer consist of?

• A competitive salary
• Equity in an early-stage tech company on an incredible trajectory
• Private Healthcare if based the US or UK
• 25 days plus local holidays
• Apple hardware and a budget for desk amenities
• Team off-site in fun places! (We've been to Barcelona, Lisbonand Malta so far)