Support operations manager

Watershed is on a mission to help companies measure, reduce, remove, and report their emissions. Our success is defined by the success of our customers — we’re looking to bring on the founding member of our Support team to help ensure we’re enabling customers to  succeed in managing their climate programs through Watershed.

As our first Support Operations Manager for this new function, you’ll play a crucial role in designing and building what Support at Watershed will be. You’ll work cross-functionally with teams like Customer Success, Revenue Operations, Product, Climate Ops, and many more to understand workflows, the product, and customer interactions to streamline processes through centralization into Support operations. You’ll not only be a key driver for the success of our customers, but will also be a key contributor to Watershed’s scaling efforts. This role will be based in our San Francisco office. 

You will:

• Identify opportunities for customer communications and touch points to centralize within support
• Define key performance indicators (KPIs) and build out reporting to monitor and improve Support performance
• Define workflows and playbooks for how Support operates within Watershed and customer journeys - and build standardized resource materials (e.g. knowledge hub content) for you and other Support, Customer Success, and Climate team members to leverage
• Take ownership of Watershed support channels – setting the quality bar for how support engages with customers
• Serve as an a part of the voice of the customer, championing customer needs and feedback into the organization to influence product and service roadmaps
• Look for opportunities drive efficiency around Watershed through scaled Support channels, and work with cross functional partners to evolve processes and practices towards these outcomes
• Help define the structure, profiles, and headcount needs for the function, and partner with post-contract leadership to build towards this

You might be a fit if you:

• Are able to thrive in a fast-paced, ever-changing environment and can handle navigating multiple, often competing, priorities.
• Are excited to be the first hire in a new function. You are excited to join a startup and are ready to take responsibility for “doing” while “building”.
• Have excellent communication skills, both written and verbal. You have experience working in enterprise level customer-facing work.
• Have extensive experience launching new programs (and preferably teams) from the ground up - you enjoy taking white space and building out processes and flows within it, and are excited to play a highly cross functional role while doing it.
• Are technically minded and are excited to go deep on Watershed’s product and the climate space. You’re excited to think through how to deploy and leverage SaaS tools to manage how the team works. 
• Have strong analytical skills, and are excited to think through how to drive the right outcomes for customers and Watershed through data
• Are able to thrive in a fast-paced, ever-changing environment and can handle navigating multiple, often competing, priorities.