ArchiPro is not just another online platform; the people here at ArchiPro are revolutionising an entire industry.

Today, building and renovating is a time-consuming, expensive, demanding, and fragmented process, and great design feels restricted to the privileged few. Separately, we’re witnessing industry after industry being revolutionised by technology, yet the building industry and all of the elements involved in the process have yet to undergo this level of digital innovation and transformation—until now.

Meet ArchiPro—a cutting-edge all-in-one platform built on exceptional design and world-class engineering; we have quickly become a game-changing industry leader. Every month, nearly half a million people use the Archipro platform to search for Products, connect with Professionals, and find Project Inspiration for their building projects. Our platform empowers businesses to grow online and helps millions of people embarking on their building journey find what they love and need, from architects, designers and builders to products and materials.

We’re looking for a leader with B2B SaaS experience, who can think strategically and muck in with operational activities, to spearhead our onboarding and client support function.

• ArchiPro is frequently ranked among the top 10 most disruptive companies in NZ
• ArchiPro is backed by Tiger Global, one of the largest funds globally, and they only back the world's most exceptional companies. They have invested in Facebook, TikTok, Air BnB, Alibaba, Roblox, and Stripe. They believe the next $100b business in their portfolio is ArchiPro.
• We have an excellent ESOP structure in place designed to not only reward you with a strong base and commission structure but also with the ability for you to have a stake in the business.
• We have crushed New Zealand, we are disrupting Australia and now, we are gearing up to launch in California, and soon, we will be the default residential building platform globally
• Enjoy long service 'ArchiVersary' day’s off each year of service
• Attend our frequent team initiatives & activities

The Role

This leadership role will be responsible for operating an efficient, scalable function that consistently delivers for our customers. The Head of Client Services will lead and oversee the Onboarding and Support functions.

A strong focus on driving customer satisfaction, retention and growth is essential, while developing robust operational systems that allow the business to scale globally and efficiently. B2B SaaS experience in successfully implementing Onboarding and Support tools and processes will be highly valued.

Key Responsibilities

• Operational and People Leadership: Lead, mentor and manage the Onboarding and Support teams to ensure operational excellence, high performance and continuous improvement.
• Client Onboarding: Ensure successful customer onboarding to improve metrics like time to live, CSAT, onboarding completion and refine processes to enhance the customer experience.
• Client Support: Oversee the Support team, systems and processes to ensure timely resolution of customer issues and continuous improvement of support performance metrics.
• Knowledge Management: Maintain and continuously improve high-quality documentation and training materials based on customer feedback and product updates.
• Collaboration & Communication: Collaborate with Product, Engineering, Marketing, Sales and Client Success teams to integrate customer feedback and develop customer education programs.
• System and Process Improvement: Evaluate and improve onboarding and support processes, implementing tools to streamline interactions and staying current with industry trends and best practices.