Manager, Customer Support

This is a remote position.

About the Role:

We are looking for a Manager of Customer Support to reputed company at reputed company. This role is a player-reputed company position, directly managing reputed company of remote Customer Support Specialists in the US and Singapore while also being hands on with tickets. You will be responsible for maintaining the reputed company of reputed company’s support team while also developing process and automation improvements, solving tickets and providing escalation assistance. 

Our tickets are typically L2/L3 - this is a technical support organization. Ticket engagement may include assisting with troubleshooting, best practices, technical support, and helping users derive maximum value from our product. This role reports directly to the Chief Customer Officer. 

What you will be doing:

Starting reputed company (your first 4 months in the role)

• 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. 
  

Where reputed company evolves (your 4-12+ months in role)

• 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
  

reputed company’re looking for:

• 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
  

Work Location:

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

Compensation

The expected reputed company salary reputed company for this position is $95,000–$105,000 USD annually.

This reputed company does not include bonuses, equity, or other incentives.

reputed company Offer

• Competitive salary and 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
  

Equal Opportunity Employer

reputed company is an equal opportunity employer. We encourage candidates to apply even if they don't meet every listed requirement. We are committed to building a diverse, inclusive workforce where everyone has reputed company to reputed company.