Head of Customer Support & Operations - SMB B2B SaaS startup

Hubflo is the next-generation client OS for service businesses (agencies, professional services firms, etc.).

Our mission is to help service SMBs supercharge their business and elevate their client experience.

Hubflo brings together all the essential tools service businesses need to manage their clients into one flexible and modern client portal.

We are a team of 15, growing fast, and backed by top-tier investors.

While our product team is based in France,**** we are now setting up an office in NYC (Manhattan) and hiring for multiple roles there.** This is a rare opportunity to join a dynamic team at a pivotal growth moment.

The role:

We’re seeking a Head of Customer Support & Operations to lead and elevate our support function. This strategic role is critical to ensuring an exceptional customer experience while driving operational excellence.

You’ll oversee and manage our support team, including two support agents, while also being hands-on in assisting clients and solving their issues. You’ll coordinate closely with our product and tech teams to address challenges and proactively communicate product feedback based on client insights.

This role offers the unique opportunity to collaborate closely with the CEO, product, tech, and sales teams.

Responsibilities:

1/ Team Leadership:

Manage and mentor two support agents, fostering their professional growth and maintaining high performance standards.

Be directly involved in resolving complex client issues, ensuring timely and effective solutions.

2/ Customer Support :

Act as the main point of escalation for challenging support inquiries.

Ensure proactive communication with clients regarding updates and resolutions.

3/ Voice of the customer

Collaborate with the product and tech teams to address customer-reported issues efficiently.

Provide actionable product feedback based on client interactions to inform development priorities.

4/ Support Operations:

Optimize support processes by implementing workflows, automations, and structure using tools like Intercom.

Monitor key support KPIs, such as response and resolution times, to ensure operational efficiency and customer satisfaction.

5/ Content Management:

Own and manage the optimization and regular updates of our knowledge base, video center, and push notifications.

Work closely with the product team to ensure all client-facing content is accurate, engaging, and useful.

Who You Are / Desired Skills:

Experience:

• At least 5 years of experience in customer support, operations, or client-facing roles within a SaaS environment. Experience with SMB clients is a strong plus.
• Tech-Savvy: Deep understanding of SaaS products and the ability to quickly grasp a complex, fast-evolving product like Hubflo.
• Operational Excellence: Proven ability to optimize workflows, structure support processes, and implement effective automations.
• Strong Communicator: Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly.
• Proactive & Composed: Patient, structured, and composed under pressure, with the energy and drive to continuously improve our support function.
• Collaboration: A team player who thrives in a cross-functional environment, working closely with product, tech, and sales teams.

Terms:

Availability: Immediate start.

Contract Type: Full-time

Work Location: NYC (Manhattan). This role can be hybrid, with 2 to 3 days of remote work per week.

Perks:

Competitive salary with growth potential.

Equity

Clear career progression as the company grows.

Annual trips to Europe for team retreats.

And many more (see below)

• Top health insurance
• Health savings account (hsa) & flexible spending account (fsa)
• Paternity leave (6 weeks) and maternity leave (14 weeks)
• Esop
• 100% remote or 2 days/week if you're in nyc
• 20 days paid vacation time / year
• Monthly wellness & lifestyle allowance
• Public transit stipend
• If you're in nyc, you can bring your dog/cat to the office
• Trips to new york & paris to meet with the team / retreats
• Volunteer time off
• Macbook pro $300 tech equipment