💼 About This Role

You'll own end-to-end customer support for both Consumer and Enterprise customers at Snappr, the world's leading marketplace for photography. You'll deploy AI tools to make support faster and leaner while driving repeat bookings through a world-class Resolution Center. This role combines strategic leadership with hands-on process optimization.

🎯 What You'll Do

• Own customer support across Consumer and Enterprise segments
• Explore and deploy AI to improve support efficiency
• Analyze team productivity and identify bottlenecks
• Partner with Product, Engineering, and Workforce Management
• Recruit, train, and manage a team of Specialists and Team Leads

📋 Requirements

• 5+ years in customer support management
• Experience managing Customer Success teams in a B2B and B2C environment
• Proven track record of deploying AI tools in support operations
• Strong data analysis skills to identify process improvements

✨ Nice to Have

• Experience in a marketplace or on-demand platform
• Background in Enterprise Customer Success
• Familiarity with Zendesk or similar support platforms

🎁 Benefits & Perks

• 🏥 Day 1 HMO with dependents
• 🚗 Transportation allowance
• 🍱 Free daily meals
• 🏖️ Paid Time Off
• 📈 Company Equity

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min