The alll-in-one solution for small businesses and self-employed.

Head of Customer Support

Remote (US)
Job Type
3+ years
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About the role

🌳 About Bonsai

Bonsai helps 500,000+ solo-businesses in 100+ countries start, run, and grow their businesses.

The way the world works is changing: Freelancers make up 40% of the workforce today and will be 50%+ by 2030. People want flexible and independent careers. Companies want great on-demand talent.

That's where Bonsai comes in. We take care of a freelancer's admin work - contracts, proposals, invoices, payments, accounting & taxes and even banking - so they can focus on the work they love and just make money.

We're profitable and growing quickly, and are backed by some of the world's best investors (YC, Matrix Partners, Index Ventures).

We've also been 90% remote since 2016 and our team is spread across 9 different countries.

About the Role

We are looking for a Head of Customer Support who will be responsible for leading our customer success team. In this role, you will be responsible for ensuring that our customers achieve their desired outcomes and maximize the value they receive from our products and services. You will work closely with customers to understand their unique needs and help them succeed, while also identifying and communicating opportunities for product fixes/expansion with the team.


Develop and execute a success plan for each quarter, including clear goals, milestones, and KPIs Collaborate with cross-functional teams, including product, engineering and marketing to ensure customer needs are being met Act as the primary point of contact for customers via live chat, building and maintaining strong relationships Proactively identify and resolve customer issues and roadblocks, Collect customer feedback and communicate it to internal teams to drive product improvements and enhance the overall customer experience Provide ongoing training and education to customers on our products and services Track and report on customer success metrics and communicate progress to internal and external stakeholders

Minimum Requirements

6+ years of experience in a customer-facing role, with a proven track record of success in customer success, account management, or similar Excellent writing skills Ability to pick up multiple technological tools, quickly. We use Intercom, Slack, Notion, Excel/Google Sheets, Stripe. Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism. Commitment to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things. This is a fully remote position Previous experience in SaaS and Customer Support (Email and Live Chat) is a must-have!

You’ll be a great fit if the following qualities apply to you:

Action oriented: you strive to have an impact every day and can work at a high velocity. You are proactive and know how to get things moving when your team is stuck. Team player: you are collaborative and know how to motivate others while working together to achieve an outcome. Desire for ownership and impact: you want to make a real impact on the business and always take responsibility for your decisions. Organized self-starter: you know how to prioritize your time effectively and get things done. Enthusiasm for your craft: you bring passion and energy to your role and are committed to continuous learning and professional development.

💰 Benefits

Attractive compensation — we know you will have a large impact on the company and we strive to compensate accordingly Remote-work option All-expenses paid team retreats — our last retreat was in Lisbon, Portugal! Strong culture of work / life balance

Why you should join Bonsai

Founded with the purpose of empowering anyone to work for themselves, Bonsai is the trusted back-office software solution for 500,000+ small businesses and self-employed around the world.

Bonsai helps individuals and teams manage their clients, deliver great work, get paid on time and track finances. All in the same place and integrated together to make running a business as seamless as possible.

At Bonsai, you’ll join a technical, experienced team that’s backed by some of Silicon Valley’s top investors and building the future of service businesses in the world.

Team Size:25
Location:Boulder, CO
Matt Brown
Matt Brown
Matt Nish
Matt Nish