The opportunity
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
What you'll do
People Leadership & Development: Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving continuous technical and professional development.
Operational & KPI Excellence: Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first response, and resolution times) meet and exceed target benchmarks.
Escalation Management: Act as a critical escalation point for complex technical customer issues, driving root-cause resolution while keeping internal and external stakeholders aligned.
Cross-Functional Collaboration: Partner with global support leaders, Customer Success, Product, and Engineering across multiple regions and time zones to streamline processes and advocate for team standards.
Process & Knowledge Sharing: Drive documentation accuracy, process standardization, and knowledge-centered support (KCS) practices across the regional and global support teams.
Leadership Background: Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS environment.
What they're looking for
- People & Culture Champion: Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative, growth-oriented team culture.
- Escalation & Case Management: Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case management and knowledge-centered support processes.
- Metrics & Process Driven: Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support workflows.
- Tools & Systems: Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk).
