Head of Customer Support - CSM SaaS Leadership Remote

Head of Customer Support SaaS Leadership Remote

Join RoverPass a leading online booking platform for RV parks and campgrounds across the United States as our Head of Customer Support. This pivotal role combines team leadership operational excellence and strategic collaboration to ensure a seamless customer experience across our SaaS platform. If youre a proactive leader passionate about delivering exceptional customer service and driving team success wed love to hear from you!

About RoverPass

At RoverPass our mission is to simplify outdoor adventures through innovative technology and exceptional customer service. We provide a seamless reservation experience for campers and campground owners empowering them to connect effortlessly and enjoy the great outdoors.

Role Overview

The Head of Customer Support is responsible for leading and optimizing our Customer Support Representatives (CSRs) and Onboarding Specialists. This is not a traditional call center management roleits a strategic leadership position where youll directly impact customer satisfaction team performance and the evolution of our SaaS platform. You will be instrumental in building a customerfirst culture that enhances our brand reputation and drives user engagement.

Key Responsibilities

• Team Leadership
  • Manage and mentor a team of CSRs and Onboarding Specialists fostering a highperformance customerfocused culture.
  • Oversee hiring training and professional development to ensure the teams success.
  • Monitor performance metrics provide constructive feedback and implement improvements as needed.
• Customer Experience Optimization
  • Ensure customers maximize the value of our SaaS platform by addressing their needs resolving issues and capturing actionable feedback.
  • Collaborate with Product and Development teams to recommend and implement platform enhancements based on customer insights.
• Operational Excellence
  • Develop and refine SOPs to ensure consistent highquality customer interactions.
  • Implement tools and systems to improve efficiency monitor team performance and enhance customer satisfaction.
• Strategic Collaboration
  • Work with senior management to align customer support strategies with overall business goals.
  • Act as the voice of the customer within the organization ensuring their feedback influences product and process improvements.

Requirements

• Proven experience leading customer support or success teams ideally in a SaaS or tech environment.
• Strong leadership and motivational skills with a track record of building and managing highperforming teams.
• Excellent communication skills with fluency in English (bilingual proficiency is a plus).
• Experience with CRM tools (e.g. HubSpot Zendesk) and datadriven performance monitoring.
• Ability to implement and optimize processes in dynamic fastpaced environments.
• Strategic thinking with a handson approach to problemsolving and team management.
• Availability to work flexible hours to support a global customer base.

What We Offer

• Remote Work: 100% remote position enabling you to work from anywhere.
• Competitive Compensation: USD salary range of $30000$39000 per year plus performancebased bonuses.
• Career Growth: Opportunities to grow into a Directorlevel position and join the management team.
• WorkLife Balance: Flexible hours and a generous PTO policy (28 days per year) with additional sick leave and comprehensive maternity/paternity benefits.