You Will:

• Determine the future of support at AdBlock, enhancing our existing processes and defining, implementing, and monitoring new processes as needed to make the customer experience as effortless as possible
• Identify appropriate support and knowledge base tools to help us build scalable, low-touch support processes that reach customers where and how they want to be reached
• Represent the voice of the customer, sharing insights from customer conversations and providing feedback to the product and engineering teams
• Collaborate closely with our product and engineering teams to surface product issues and ensure customer feedback is tightly incorporated in new feature development, bug fixes, and product enhancements
• Define and report on the key metrics that help us gauge the effectiveness of our support operation and its impact on the AdBlock business
• Take over the day-to-day responsibilities of running our help desk and contributing to the continual improvement of our knowledge base in conjunction with the content team
• Manage our existing customer support team and help answer tickets to ensure we are responding quickly to customer inquiries

You have:

• Empathy, a high emotional IQ, and a passion for advocating for customers
• At least five years in recent customer-facing support roles such as customer support or customer success
• At least three years of recent experience using modern support platforms, knowledge bases or knowledge management systems, and other tools of the trade
• A strong desire to apply everything you’ve learned about best practices in effortless, low-touch customer support to build a world-class support operation
• Excellent written and verbal communication skills
• A leadership mindset and a love of collaborating with cross-functional teams

Bonus points for: