Head of Global Service Operations

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    "description": "<p><span style=\"font-size: 10pt\">Role: Head of Global Service Operations</span></p>\n<p><span style=\"font-size: 10pt\">Department: Customer Experience</span></p>\n<p><span style=\"font-size: 10pt\">Reports To: Chief Operating Officer</span></p>\n<p><span style=\"font-size: 10pt\">Compensation Range: $135,000.00 - $175,000.00 annually </span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">About Us</span></p>\n<p><span style=\"font-size: 10pt\">Headquartered in Berkeley, CA, Bellwether Coffee is working to positively transform the coffee industry by making coffee roasting more accessible and sustainable. </span></p>\n<p><span style=\"font-size: 10pt\">Our revolutionary electric, ventless commercial coffee roaster does not require gas lines or expensive ventilation. It’s the most consistent and controllable roaster available, has the lowest carbon footprint of any commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee!</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">About this Role</span></p>\n<p><span style=\"font-size: 10pt\">This role will report to the Chief Operating Officer and be responsible for leading Bellwether Coffee’s global service organization. This role will oversee customer support operations across our hardware (Shop Roasters), and coffee marketplace globally. You will manage the full lifecycle of customer technical support—from inbound tickets to field technician dispatch—ensuring fast resolution, seamless communication, and world-class customer experience. You’ll also lead and manage our global service partner and distributor support strategy and framework. </span><span style=\"font-size: 10pt\">This leader will collaborate cross functionally across the organization, working closely with Supply Chain (parts), Engineering (troubleshooting), and Customer Success to create a scalable, data-driven, and proactive support model.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt; font-weight: bold\">Job Location</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">The role requires on-site presence at Bellwether’s Berkeley HQ.</span><br></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Primary Responsibilities </span></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Team Leadership &amp; Strategy</span>\n<ul>\n<li><span style=\"font-size: 10pt\">Build and lead the Technical Support team (Tier 1–3 support, escalation, and outsourced partners).</span></li>\n<li><span style=\"font-size: 10pt\">Develop KPIs, SLAs, and reporting to drive continuous improvement and customer satisfaction.</span></li>\n<li><span style=\"font-size: 10pt\">Own the strategy for scaling global support operations as Bellwether expands for customers, partners, service partners and distributors across 15+ countries.</span><span style=\"font-size: 10pt\"><br><br></span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Customer Case Management</span>\n<ul>\n<li><span style=\"font-size: 10pt\">Oversee triage and resolution of all customer trouble tickets, cases, and escalations.</span></li>\n<li><span style=\"font-size: 10pt\">Establish clear escalation paths and ensure timely communication with customers.</span></li>\n<li><span style=\"font-size: 10pt\">Maintain high CSAT and NPS through proactive support and issue prevention.</span><span style=\"font-size: 10pt\"><br><br></span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Field &amp; Outsourced Technician Coordination</span>\n<ul>\n<li><span style=\"font-size: 10pt\">Manage the dispatching of Bellwether service technicians and third-party service partners.</span></li>\n<li><span style=\"font-size: 10pt\">Ensure there are service partners within 2 hours of every roaster installation.</span></li>\n<li><span style=\"font-size: 10pt\">Lead and manage service partner strategy globally</span></li>\n<li><span style=\"font-size: 10pt\">Build, maintain and manage the  relationships with outsourced service providers.</span></li>\n<li><span style=\"font-size: 10pt\">Ensure quality, cost-effectiveness, and consistent customer experience.</span><span style=\"font-size: 10pt\"><br><br></span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Parts &amp; Repairs Coordination</span>\n<ul>\n<li><span style=\"font-size: 10pt\">Partner with Supply Chain and Parts teams to ensure timely shipment of replacement parts.</span></li>\n<li><span style=\"font-size: 10pt\">Track and optimize parts usage, warranty claims, and repair cycles.</span></li>\n<li><span style=\"font-size: 10pt\">Create documentation and knowledge bases for repeatable solutions.</span><span style=\"font-size: 10pt\"><br><br></span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Systems &amp; Tools</span>\n<ul>\n<li><span style=\"font-size: 10pt\">Oversee CRM/ticketing platform setup, workflows, and integrations.</span></li>\n<li><span style=\"font-size: 10pt\">Drive automation and self-service options to reduce case load.</span></li>\n<li><span style=\"font-size: 10pt\">Implement reporting dashboards for real-time visibility into support operations.</span><span style=\"font-size: 10pt\"><br><br></span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Cross-Functional Collaboration</span>\n<ul>\n<li><span style=\"font-size: 10pt\">Provide structured feedback to Engineering, Product, and Operations based on support insights.</span></li>\n<li><span style=\"font-size: 10pt\">Partner with Customer Success to ensure a seamless customer journey post delivery.</span></li>\n<li><span style=\"font-size: 10pt\">Collaborate with Marketing and Training to improve documentation and education.</span></li>\n<li><span style=\"font-size: 10pt\">Ensure all the technical documentation is up-to-date and accessible.</span></li>\n</ul>\n</li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">7+ years in customer technical support leadership, ideally with hardware + software experience.</span></li>\n<li><span style=\"font-size: 10pt\">Proven track record building and scaling support teams in a high-growth environment.</span></li>\n<li><span style=\"font-size: 10pt\">Experience managing outsourced service providers and field technicians.</span></li>\n<li><span style=\"font-size: 10pt\">Strong knowledge of ticketing systems, CRM tools, and support operations best practices.</span></li>\n<li><span style=\"font-size: 10pt\">Excellent cross-functional collaboration skills and executive presence.</span></li>\n<li><span style=\"font-size: 10pt\">Passion for sustainability, technology, and customer success.</span></li>\n<li><span style=\"font-size: 10pt\">You are authorized to work in the U.S. without sponsorship.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt\"><span style=\"color: rgb(72, 65, 63)\">We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by local, state or federal law.</span></span></p>",
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