Head of Technical Support - Nooks

What is Nooks?

Nooks is a platform transforming sales reps from manual laborers to scientists. With today's technology, sales reps shouldn't need to manually write hundreds of emails, research hundreds of websites/LinkedIns, and make hundreds of dials. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation, and real-time collaboration, Nooks can do the rest.

The problem we solve

Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are ~750,000 SDR/BDR's in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams).

In their day-to-day, SDR/BDRs spend time on 3 main activities:

1. Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc.
2. Email & LinkedIn messaging - writing messages to those prospects to convey the problem and pitch your product. The goal is for them to book a demo.
3. Calling - live phone conversations often have higher conversion than emails because they're more personal, but there's a lot more manual work involved.

Much of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, and more!

Nooks today

Our customers use Nooks for most of their day (avg ~3hrs/business day). Nooks currently owns end-to-end workflows around sales calls:

• AI dialer: automates the manual parts of the calling process: skipping answering machines, leaving voicemails, taking notes, logging calls, even figuring out what to say on a call
• Analytics: we record, transcribe, and analyze every call. Since these are all outbound calls with little context, these calls follow similar structure - opener, pitch, questions/objections, ask for meeting, etc. So we can answer questions like: “which reps struggle to book the meeting with prospects who showed interest” or “what are the most common objections across each of our key personas”
• Salesfloor: sales reps & managers can work together throughout the day, listen to each others' calls, give real-time advice, coaching, shadowing, onboarding, training.

Teams that use Nooks often see a 2-3x increase in reps' productivity within weeks! And we're working on adding prospecting / research workflows (to-be-announced soon!)

The role

Our Technical Support team is at the forefront of our customer experience, ensuring users maximize their value from Nooks and are delighted with the experience. A positive customer experience with both our product and team is critical to our success, and the Head of Tech Support will focus relentlessly on both.

This role is for someone who thrives in a fast-paced environment with a rapidly changing product. They will lead and scale the team, overseeing daily operations, enhancing support processes, and collaborating with other departments to address and resolve complex technical problems.

Responsibilities

• Team Leadership & Management
  • Recruit, onboard, and develop a high-performing technical support team.
  • Set performance objectives, provide ongoing feedback, conduct performance reviews, and support career development.
  • Foster a collaborative and positive team environment to drive engagement and productivity.
• Operations
  • Manage day-to-day operations, ensuring high-quality service delivery.
  • Establish and monitor performance metrics, ensuring the team meets or exceeds SLAs and KPIs.
  • Implement and refine processes and tools to improve efficiency, response times, and customer delight.
• Customer Interaction & Issue Resolution
  • Master Nooks products and integrated technologies to provide expert support to customers and colleagues.
  • Handle complex and escalated customer issues, providing effective solutions and maintaining high satisfaction levels.
  • Develop protocols for managing critical issues and high-priority cases.
• Process Improvement & Strategy
  • Monitor customer feedback and analyze support metrics to identify trends, bottlenecks, and opportunities for improvement.
  • Collaborate with product and engineering teams to address recurring issues and enhance the product.
  • Develop and maintain comprehensive support documentation, including FAQs and troubleshooting guides.
• Training & Development
  • Design and implement enablement programs to ensure the team is knowledgeable about our products and related technologies.
  • Promote continuous learning within the team.
• Reporting & Analysis
  • Track KPIs and share regular reports on team performance, support metrics, and improvement initiatives.
  • Use data-driven insights to inform decision-making and drive continuous improvement.

Requirements

• 6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms
• 3+ years of experience leading and scaling a support team for a rapidly changing SaaS tool at a high-growth, early-stage startup
• Proven experience in building a technical support team, with a concrete track record of driving performance and achieving customer satisfaction goals
• Deep experience in API troubleshooting
• Deep experience with advanced troubleshooting, critical thinking, and problem-solving
• Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success
• Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and senior leaders

Preferred Experience

• Technical experience with tools such as Salesforce, HubSpot, Outreach, and Salesloft
• Experience in Windows or Mac administration
• Experience with telephony, VoIP, and network troubleshooting

Tech Support Schedule

The Tech Support schedule is currently US hours (6:00 am - 3:00 pm PST) on Monday through Friday. Hours will be adjusted in the future, based on customer needs.

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits.