What are the responsibilities and job description for the Head of Customer Experience position at neptune?
Job Overview
We are looking for a Technical Support Operations Manager to join our team at Neptune. As a key member of our operations team, you will be responsible for designing and implementing scalable support processes that meet the needs of our growing customer base.
Key Responsibilities
- Design and implement a world-class 24/7 support model ensuring 30-minute L1 response times from the ground up
- Develop and optimize support processes, SLAs, and automation tools
- Hire and onboard technical support engineers remotely
- Collaborate with engineering and product teams to enhance developer experience
Requirements
- 5 years of experience in technical support leadership within a Dev Tool company
- A strong track record of setting up and scaling support teams
- Familiarity with incident management and observability tools
- Possession of a passion for improving developer experience and working closely with engineers
