Job Summary:
As an open-source company, good support is the backbone of Frappe's revenue and ecosystem growth.
As the Director of Support, you will build systems and teams to offer excellent support to Frappe customers and its ecosystem. This role is ideal for you if you,
- Believe in our mission to grow open-source products globally
- Want to build an excellent support offering for Frappe customers and community
- Thrive in a self-driven culture
- Believe that knowledge and empathy
- Ambitious about scaling support
Roles and responsibilities
- Vision and leadership: Build a vision for support at Frappe. What should support look like 1 year, 2 year and 3 years from now. Translate this vision to action.
- Voice of customer and influence: Build an empathy driven culture in support team. Obsess about customer’s support and goals. Be the voice of customer in the company. Influence team members with customer stories and drive actions.
- Process and KPIs: Deliver quality support as measured by — customer satisfaction and promptness (SLAs).
- Continuous improvement: Run weekly quality circles to identify preventive fixes for both process and product improvements.
- New channels and new apps: Building new channels for supporting new users, free trial users via chat, call etc. Improve the product led funnel and drive new user conversions and 6-month retention.
- Documentation: Continuously contribute to improving documentation that reduces the support/active users
- Mentoring: Mentor the support team to reach their best potential.
Qualifications and Skills:
- Engineer / Accountant / Consultant with 3-5 years of experience
- Sharp and analytical mindset
- Influential communication: Ability to influence product and engineering roadmap
- Process oriented: Able to build and scale processes
- Previous SaaS/ERP experience is a plus (but not mandatory)
