Head of Customer Success & Support (Digital Advertising)

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 300,000 neighborhoods across 11 countries.

The Neighborhood Operations (NOPS) team is a collaborative global team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. Our mission is to eliminate the reason for customers to contact us and if they do, rapidly and efficiently resolve issues to deliver delight and earn trust. Our work extends beyond traditional “support,” encompassing bringing products to life, customer education, advocacy, and community moderation.   

We are seeking a Head of Customer Success & Support to build a best-in-class customer service function that supports the businesses on Nextdoor in achieving their advertising goals on Nextdoor. Your mission is to help define and execute our support strategy for various advertising and marketplace solutions, including our newly launched Neighborhood Ad Center, a self-serve platform that allows small and mid-sized businesses and agencies to create and launch campaigns to reach local audiences. 

We’re looking for an expert in digital advertising customer support operations with a deep understanding of campaign optimization and programmatic ad buying and auction marketplace dynamics. In this role, you will build internal and outsourced teams to operationalize and scale service programs that enable businesses to advertise and gain sustained value from Nextdoor. This is a leadership role on the Neighborhood Operations team reporting to the Global Head of CX Operations.

Your responsibilities will include: 

• Build a Customer Service organization that delivers best-in-class support for our small businesses through operational excellence, outsourced vendor management, process improvement, and tools development
• Develop a multi-channel, efficient support strategy and improve our business through optimized feedback loops. Use support data to conduct in-depth analyses across business areas (e.g. customer segments, product lines etc.) to develop a deep understanding of key drivers, identifying improvement areas and opportunities to maximize customer LTV
• Own the efficiency and quality balance of the CS operations - smartly investing in both while incorporating cost considerations to help maximize our investments in our people and build our talent for the future
• Responsible for short and long-term capacity management, including volume forecasting, capacity management, and workforce strategy
• Design, lead and execute strategic initiatives that drive a superior customer service experience and create value for customers across their journey - including scaling support operations, launching new support channels, and executing programs that drive sales and reduce churn
• Define function-specific key performance indicators and thoughtfully manage the team to deliver results and meet goals
• Advance the strategy and execution of the NOPS team, partnering with Product, Revenue, and Engineering leadership to ensure that we continuously improve our products and deliver value for our customers
• Act as the strategic thought partner to various members of the Leadership team, helping craft the strategy for various business initiatives

• 10+ years of experience in Customer Success, Customer Experience, or post-sales functions 
• 5+ years of experience implementing and operating multi-channel customer service strategy - including phone, email, chat, SMS, social, etc
• 5 years of experience in digital advertising, ideally supporting a scaled self-serve ad platform with expert-level knowledge of campaign optimization, programmatic ad buying, and auction marketplace dynamics. Able to handle escalations from the team and internally champion customer needs with product and revenue teams
• 5+ years managing global, multi-location outsourced vendor services 
• You are passionate about advertising technology and have a solid working knowledge of one/or more media platforms, including Google Ad Manager, Google Ads, Google Display & Video 360, Facebook Business Manager, Spotify Ad Studio, Twitter Ads, TikTok Ads Manager, and more
• Strong experience with UX products and thought leadership to design and execute delightful support experiences
• Experience working with small businesses and developing strategies to scale services and support
• Experience with Salesforce Service Cloud (preferably with implementation), customer service tools and systems, and experience in automating agent workflows by leveraging AI technologies
• You’re skilled and comfortable at engaging and communicating with senior executives, influencing without authority, and managing large cross-functional stakeholders
• A strong operational focus to build a scaled operating model with people, tools, systems & process improvements to drive efficiency and effectiveness across the customer lifecycle
• You’ve built several solutions from the ground up and have taken ideas from zero to one
• You use data to drive strategy, decisions, and outcomes
• Excellent verbal, written, and presentation skills - must be able to communicate complex ideas in both technical and business-friendly language  

• Experience managing managers

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $146,000 to $240,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.