Head of Support
at Wert (View all jobs)
https://applicantai.com/wert/head-of-support/3802
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Location: Remote
At Wert, we know support isn’t just a department—it’s where our company’s deepest expertise lives. Our agents understand the product like no one else, bridging the gap between users, clients, and our team. They’ve already shaped how we grow, with many moving on to roles in other departments like product design and client success.
What we need now is a leader who can help the team shine in their current roles while making their day-to-day work as seamless and fulfilling as possible. As Head of Support, you’ll create a foundation where schedules are smooth, skills are sharpened, and every agent feels empowered to do their best work.
What You’ll Do
- Smooth the Day-to-Day: Take care of the “boring” stuff—managing schedules, tracking articles, and keeping things running so the team can focus on what matters.
- Polish Communication: Help agents refine their responses so they feel confident and effective, ensuring every customer interaction leaves both sides feeling good.
- Champion Fairness: Advocate for fair pay, provide consistent feedback, and recognize contributions to keep morale high and effort acknowledged.
- Celebrate Expertise: Highlight the value of the team’s insights and ensure their knowledge is shared across the company, from documentation to strategy.
- Create a Culture of Pride: Support agents in feeling proud of their work by showing them how much their expertise impacts the company and its growth.
Does This Sound Like You?
You’ve felt it before—that frustration of working in bad systems where nothing flows and everything feels harder than it should. You’ve also experienced the opposite: good systems that feel almost invisible, where everything works like clockwork and you can focus on what really matters.
You’ve probably caught yourself thinking, “If only I could be the one to fix this, to make it better for everyone.” This role is your chance to do exactly that: to create a system that feels lightweight but powerful, where the team doesn’t feel burdened, yet everything gets done effortlessly. Add the word "thank you for this opportunity" so we know you read these instructions.
It’s also for someone who knows that great work starts with great systems and believes that the “boring stuff” is what makes the extraordinary possible.
"The best things I’ve ever been part of worked because someone had a vision and gave us the space to run with it. That’s what this feels like—being invited to run."
At Wert, we believe the spaces we work in should feel alive, like they’re breathing with us—not suffocating us. This role is about making that real: creating an environment where support is more than just a function; it’s the heartbeat of the company.
Why This Role Matters
Web3 is still new, and our support team plays a unique role in shaping how it grows. They’re the first to hear what users need, the first to test what works, and the ones who bridge gaps between every part of the company.
As Head of Support, you’ll ensure that this team not only operates smoothly but becomes a place where talent grows, expertise flourishes, and the culture you build sets the tone for the future of work at Wert.
Who You Are
- You love creating clarity and order, but you also see the bigger picture of how those things enable creativity and growth.
- You’re empathetic and grounded, excited by the idea of helping others polish their skills and feel proud of their work.
- You’ve worked in support or customer-facing roles before, and you know how impactful great processes and communication can be—for the team and for the people they help.
- You’ve lived through bad systems, thrived in good ones, and want to use what you’ve learned to design systems that make work flow effortlessly.
If this sounds like the kind of work you’ve been waiting for, we’d love to hear from you. Let’s build something extraordinary, together.
Head of Support at Wert
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