Head of Support

Refined

Helsinki Hybrid remote Sweden / Finland

Full time

Operations

Nov 25

Are you the Head of Support we're looking for?

At Refined, we are on a mission to reimagine the user experience for business software to make it accessible to more people, for more purposes. Our product is a codeless site builder that turns Atlassian Confluence and Jira into custom intranets, documentation sites, support desks and more.

During the past decade we’ve built a global customer base from Fortune 500s like Apple and Microsoft to countless other small and medium-size businesses as well as government entities, educational institutions, and nonprofits. We aim for an outstanding experience for customers big and small. That means listening to users, putting ourselves in their shoes and proactively equipping them with the tools and resources they need to be successful.

We’re now looking for Head of Support to ensure that these over 4000 customers around the world get the exceptional support they deserve. You’ll be leading and scaling our support operations, with a clear focus on balancing quality and scale.

You’ll be responsible for delivering timely and effective support to meet customers' expectations. This includes the entire process from how we structure our support team to how we manage customers' expectations through communication. In addition to your immediate team, you’ll be working closely with the leadership and cross-functional teams like Product, Partnerships and Customer Success.

We’re looking for someone who thrives on both thinking about high level strategies as well as digging into the details and getting their hands dirty. You need to be proactive and figure out what to do and how to do it, with minimal guidance. In exchange you’ll have a lot of freedom to build something amazing.

As Head of Support, you will:

  • Leading and building the support team
  • Plan and execute a customer support strategy that aligns with the company OKRs
  • Have a deep understanding what drives customers to support and implement process improvements to increase self service and automation strategies
  • Define and work with metrics to ensure a continuous balance between quality and cost
  • Own the support processes, workflow and tooling

To succeed in this role, you’ll need:

  • 3+ years of experience from B2B support, preferable in SaaS
  • 1+ year of experience from a management or a lead position
  • Excellent people skills. This role is all about people, wether its customers, your direct reports or other internal stakeholders.
  • A can-do, problem solving mindset
  • Excellent written and oral communication skills in English, no other language skills are expected


Why should you join us?

We have an amazing team and great clients, but all of this is possible because of a couple of values we have and share. If these words resonate with you, we are pretty sure that you would love to work with us.

 

Flexibility: We believe work should fit into the rest of your life and not the other way around. We're flexible about where you work and when so that you have the freedom to take care of your personal life first.

Fun: We celebrate our successes. Every major product release gets a proper celebration replete with Champagne (only the good stuff) and other treats. Plus we host tons of other events (totally optional, we get it if those aren’t your thing) like quiz and game nights, ping pong tournaments, theme days, and more.

Inclusion: We have a track record of hiring and promoting the most qualified candidates, regardless of factors like nationality, race, gender, sexual orientation, or religion, which, if you ask us, have no bearing on one’s ability to do the job.

Growth: Our employees grow as we grow. We promote from within, and we’re committed to professional development so you leave us with more knowledge than you came with (but don’t leave us!). We grow day to day by taking risks and learning from our failures as much as we do our successes.

We are good corporate citizens. We’re incredibly proud of the gender balance in our tech team, not to mention our pledge to donate 1% of company profits to charities and nonprofits like Ol Pejeta Conservancy and Cool Earth.

Want to learn more about what it’s like to work with us? Visit our About Us page and see what our employees say about working at Refined.

 

And, of course, we have a bunch of well-thought-out benefits for all of our employees:

  • Flex-time and flexible working hours
  • Generous policies for new parents 
  • Flexible work-from-home policy
  • Competitive pay
  • Competitive pension package (SE)
  • Loads of ‘away from the desk’ activities including after-works, stretch sessions, ping-pong competitions, group sports and delicious meals out. 
  • 4000 SEK/400 € per year in keep-fit activities
  • 25 vacation days annually
  • Annual company-wide kickoff trips 
  • Opportunities to travel for conferences, depending on your role 
  • Friday breakfast
  • Macbook Pro
  • Referral bonus
  • Annual physical
  • Quality headphones


Are you interested? Apply now!

Can you see yourself working with us? Great! We’d love to know more about you.

Please apply to the position at https://career.refined.com. We are continuously going through the applications and you can expect to be contacted within two days of sending in your application. We will hire as soon as we find the right candidate so don’t wait to send your application. We will do three rounds of interviews, first a short introduction and then two meetings with the team.  

If you have any questions regarding this role, feel free reach out to janette@refined.com 

Please note that we don't have the possibility to relocate you for this role.

About Refined

 We started Refined in 2009 with a simple idea: Enterprise software doesn’t have to be boring. Since then, Refined has evolved from a handy theming tool into a full-fledged site builder, helping more than 5,000 companies worldwide transform their Atlassian Confluence and Jira instances into beautiful, branded sites users love. We credit our can-do mindset, collaborative culture and attention to thoughtful design for getting us this far, but there’s much to be done yet.

 We hire ambitious, down-to-earth, solution-oriented people who thrive in collaborative settings. We think empathy and curiosity say as much about a candidate as university credentials, and we weigh ambition as high as we do talent. We believe that the best work happens when people put their heads together without ego or pretense to arrive at clever solutions, so we look for people who have a demonstrated history of getting stuff done in teams. Sound like you?

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