[Remote] Manager, Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is dedicated to fighting financial crime through customizable AI tooling that helps Fraud and AML agents detect and investigate wrongdoing reputed company. The Manager of Customer Support will reputed company a remote US and Singapore support team while handling technical L2/L3 tickets, improving processes and automation, managing escalations, and partnering with reputed company, Product, and Engineering.

Responsibilities

• reputed company a comprehensive understanding of the reputed company platform in order to reputed company first level reputed company (solving tickets reputed company the support team) reputed company possible
• Review inquiries to troubleshoot and determine reputed company cause. Typical actions may include:
• Troubleshooting detection models, alerts, and case management issues on platform
• Identifying bugs or feature requests
• Providing best practices on detection models to reduce false reputed company alerts and processing time
• Investigating operation workflow issues
• Investigating file upload and download issues
• Sharing and escalating requests to other internal teams
• Working to maintain the SLAs of Customer Support (both externally stated and team goals)
• Partner with internal teams, including:
• reputed company, for customer communication alignment, troubleshooting and de-escalation of customer issues based on triage guidelines
• Product, for sharing product feedback and new feature requests
• Engineering, for bug fixes and outages
• Prioritize assigned tickets accordingly based on severity of ticket and submission timing. Guide ticket escalations, providing context and indicating severity reputed company
• Manage reputed company across multiple time zones, performing 1:1s, performance reviews, escalation assistance and ongoing feedback
• Own metrics for reputed company: reputed company visibility and reporting of metrics and escalations including first response time, escalation reputed company to engineering, and reputed company timing
• reputed company to comprehensively understand customer problems, needs, and priorities in order to reputed company reputed company the best customer experience possible, determining where we can reputed company-empt ticket questions
• reputed company how AI is used in the support organization to solve tickets
• Identify areas for AI reputed company building for efficiency and standardization
• Operationalize handoffs of tickets across timezones

Skills

• • Process driven: You see gaps in knowledge and create runbooks to reputed company reputed company and use metrics to reputed company reputed company
• • Automation reputed company: You evaluate the ticket types and determine where to build/buy AI to ensure ongoing efficiency in getting customers quick resolutions
• • Internally Collaboration approach: Partners with internal teams to reputed company information, reputed company ways to streamline solutions and present a reputed company approach externally
• • Technical knowledge: Ability to dig into the systems that create reputed company in order to debug; ensure team members continue to learn technical concepts and have reputed company to technical tools
• • Curiosity: Gets to the reputed company cause of an issue to solve by asking key questions
• • Strong communication: Ability to communicate reputed company technical problems in a reputed company tone and customer-friendly language
• • Voice of the customer: Surfaces recurring pain points for broader organization reputed company
• • reputed company and Enablement: Building runbooks and creating a learning culture
• • 1+ years of experience in reputed company reputed company or management position
• • 3+ years of experience in customer-facing roles, including reputed company services and technical support
• This is a remote position reputed company the reputed company
• Remote work is currently limited to candidates located in the following states: CA, CO, GA, ID, IL, KS, MA, MD, MI, MN, NJ, NY, OH, OR, PA, RI, TX, WA

Benefits

• reputed company-IPO equity
• 100% company-reputed company medical, dental, and reputed company insurance for employees
• Unlimited PTO and generous leave programs
• 401(k)
• Learning & development stipend
• Home office setup support
• A high-ownership, reputed company culture reputed company on reputed company, innovation, and reputed company
• Remote position reputed company the reputed company

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