About CityBase: 

CityBase is a govtech startup, headquartered the Loop of Chicago. We are a team of more than 40 people who are curious, driven and forward-thinking.

CityBase creates technology to make government more personal and responsive. We work with municipalities, agencies, and utilities to integrate their business processes and citizen interactions onto a central, cloud-based platform accessible through multiple channels, including web, mobile, kiosk, and point-of-sale.

What we are looking for:

We are looking for a self-starter, roll-up-your-sleeves, passionate head of Customer Support with a team focus and data-driven approach to continuous process improvement. The ideal candidate is personable, confident communicating professionally, and adept at navigating the organization to solve problems. As the leader of Customer Support, you'll have the opportunity to build out your own processes, trainings, and grow the team here!

Responsibilities:

• Manage and grow an industry-leading team to deliver on customer satisfaction goals
• Own, drive, and track issue escalations to successful resolution
• Develop and execute a Customer Support playbook that is unique to municipal and utility clients, and integrated with the Civic Engagement strategy to drive market differentiation
• Design, pull, and analyze trend reports and ticket reviews
• Implement customer feedback loops to measure and report NPS or other satisfaction metrics
• Clearly and concisely document internal and external Customer Support processes
• Identify, collect, and report Customer Support KPIs
• Write phone/email scripts and templates and coach team on usage
• Work with Engagement, Product, and Marketing teams to improve available training, documentation, and other resources to improve product adoption
• Work with Engagement, Marketing, and Sales to facilitate communications on product releases, upgrades, and other important client notices
• Help ensure smooth transition as clients transition from Implementation to Customer Support

Qualifications:

• 7+ years experience, preferably 3+ years with a SaaS customer support team; hardware support experience a plus
• Zendesk experience preferred; familiarity with web and database programming languages a plus
• Superior analytical, organizational, problem-solving, and troubleshooting skills
• Demonstrated success managing a team
• Unwavering commitment to a positive customer experience
• Proven ability to manage multiple service levels and support
• Leads by keeping clients and teammates informed
• Expert communicator and collaborator with a diversity of audiences including constituents, agency leads, and c-level executives
• Genuine curiosity to investigate root cause and track down a solution for every issue
• Belief in the value of good customer service as a differentiator
• Excited to work on an awesome team!

You’ll be happy here if:

• You're looking to contribute to our culture and roadmap
• You love working collaboratively
• You are high energy and low ego
• You’re comfortable giving feedback and receiving constructive criticism
• You have a positive open attitude and a desire to have fun