Head of Support

Ardoq strives to be a meaningful place to work. Where great colleagues meet to solve important challenges and grow fast.
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Ardoq has a reputation for providing excellent support to our users. The Head of Support is a newly created position to take full ownership over our support processes, personnel, budgets, and improvements. 

Ardoq makes Enterprise Architecture software. Basically, as customers plan for necessary changes, Ardoq helps them navigate all of the decision points with actionable data in easy-to-understand visualizations.

As Head of Support, you will be expected to work collaboratively across our Commercial and R&D teams to create a world-class support experience for current and future customers.

Also, you will have the opportunity to hire and manage a team of support personnel that can provide 24/7 global support at high levels:

● Median Response Time: 4 minutes
● Median Time to Close: 2 hours
● Median Conversation Ratings above 95%

Responsibilities include:
● Hiring Support personnel
● Managing a defined Support budget
● Reporting results of Support processes
● Cross-team collaboration about Support best practices
● Performing tasks as a Direct Manager (Vacation & Expense approvals, Development Dialogues, etc.)
● Creating processes to keep support material relevant, up-to-date, and easy to understand

Expected experience:
● Intercom (or similar experience with an online support tool)
● Process design experience
● Financial budgeting experience
● Hands-on experience with Customer Support
● Experience with good management best practices

This position will report to the VP of Operations


Usually responds within a day

Or, know someone who would be a perfect fit? Let them know!


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Why work with us?

Ardoq started 6 years ago to provide a data driven, SaaS platform to solve some of the oldest challenges facing architects. Since then we have been one of the leading innovators in the industry and have gained a lot of recognition, unusually early given our size and age.

  • Build a company together

    We have a unique opportunity to grow our company by 10 times in a few short years. Bring your best self to build this together

  • Great people

    Ardoq is a diverse team of curious, helpful, fun, and dedicated people. The kind of people you're happy to spend time with every day.

  • Meaningful work

    You'll have the chance to build a meaningful workplace that fits your particular needs at Ardoq.

Workplace & culture

We're constantly building a more meaningful workplace. A place with the right mix of challenges, fun, opportunity, and impact with a diverse group of company-builders.

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