App Annie is the industry’s most trusted mobile data and analytics platform. Our mission is to help customers create winning mobile experiences and achieve excellence. We created the mobile app data market and are committed to delivering the industry’s most complete mobile performance offering. We are headquartered in San Francisco with 12 offices worldwide. More than 1,200 enterprise clients and 1 million registered users across the globe and spanning all industries rely on App Annie as the standard to revolutionize their mobile business.
Along with a market-defining product, we take great pride in our culture and values and strive to embody them daily! We set a high bar for our success and have made Excellence as our standard, hold each other Accountable, continuously push Innovation and Win with Style.
What can you tell your friends when they ask you what you do?
You’ll have the opportunity to lead our global customer support function, directly responsible for the earliest opportunity to inspire customer passion during every interaction. Customers reach out to the support team to better understand App Annie data, nomenclature, trends, or different areas of the product to make key business decisions. You will need to become a product expert, inspire the global customer support function to lead with excellence, all while delivering a world-class customer experience for our customers.
You will be responsible for and take pride in…
Enabling, and delivering a world-class customer experience, while inspiring customer passion. Ensuring that the support team is quickly resolving customer issues, escalating and prioritizing cases, and liaising cross-functionally across customer success, engineering, and product to drive any and all issues to closure. Delivering on SLA’s as it relates to ticket resolution, coaching the team on responses, and following up to ensure that the support team quickly prioritizes and updates information both internally and externally to customers.
You should recognize yourself in the following…
This is what we offer…
Yes, I want this job!
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Position: Head of Global Support.