Homeoffice Technical Support Manager

About Our Client

The company is developing enterprise empathic AI agents powered by reasoning-adept LLMs. This innovative AI Agent is designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.

If you are excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, consider joining the mission to revolutionize customer experience through empathetic AI.

Some of the Values

- **Customer First**: Understanding and addressing customers' needs is paramount, striving to exceed expectations.

- **Direct and Honest**: Emphasis on clear, respectful, and truthful communication.

- **Innovative Approach**: Willingness to try new things to discover better solutions.

- **Responsibility**: Taking initiative when opportunities to make a difference arise.

- **Adaptability**: Embracing changes and challenges as learning opportunities.

- **Curiosity**: Encouraging questions and exploration of new ideas for continuous growth.

- **Ownership**: Everyone takes charge and is accountable for outcomes.

About The Role

In the role of Manager of Technical Support, responsibility entails managing the technical support team within the customer success organization. Acting in a player/coach capacity, this position aims to deliver world-class support to a global customer base. Collaboration with multiple teams worldwide is essential to ensure high-quality service delivery.

This role requires building a top-notch support team and providing insights for the continuous improvement of AI products. A combination of leadership skills, technical knowledge, problem-solving abilities, and a customer-centric mindset is essential.

Responsibilities

1. **Management**: Oversee personnel management, including hiring, mentoring, enhancing productivity, performance management, fostering employee morale, efficiently utilizing resources, motivating teams, and providing ongoing training.

2. **Metrics**: Possess strong knowledge and experience in managing key performance indicators (KPIs) and critical technical support metrics, such as first response time, resolution time, and customer satisfaction. Contribute to overall customer success metrics related to retention and growth.

3. **Customer Service**: Ensure high-quality support via phone, email, and chat, ensuring timely and accurate responses to customer inquiries. Develop and manage a quality assurance process to evaluate the team's responses.

4. **Technical Support**: Guarantee the support team effectively troubleshoots and resolves technical issues regarding AI products and services. Manage customer escalations by collaborating with Customer Success Managers (CSMs), engineering, and product teams.

5. **Communication**: Handle communications and updates during significant operational outages.

6. **Product Knowledge**: Ensure that the support team remains informed about product features, capabilities, and updates.

7. **Feedback Collection**: Gather and communicate feedback to the product development team for enhancements.

8. **Documentation**: Accurately document customer interactions, issues, and resolutions within the ticketing system. Create necessary external and internal documentation to ensure consistency and efficiency.

9. **Collaboration**: Work in close partnership with technical and product teams to stay updated on product changes and contribute to product improvement discussions.

10. **Leadership**: Drive continuous improvement by assessing current processes, technology, and organizational skills to identify areas for improvement. Cultivate a culture centered on teamwork, collaboration, and customer focus, ensuring alignment with the organization’s vision, goals, and values.

Required Qualifications

- A minimum of 5 years in customer support for SaaS or technical products, including at least 2 years in a management role.

- Strong communication and interpersonal abilities.

- Proficiency in problem-solving and troubleshooting.

- Capability to thrive in a fast-paced, remote work environment.

- Understanding of ChatGPT and technical products is essential.

- Experience in the AI industry is an advantage.

Why Join Us

- **Real Impact**: Work will directly influence both the product and the organization.

- **A Voice in the Room**: In a small team, every contribution is valued.

- **Flexible Work Environment**: Whether from home, a coffee shop, or anywhere else conducive to productivity.

- **Competitive Compensation**: Offers competitive salary along with potential equity or stock grants.

- **Time Off**: Enjoy at least 15 days of leave, with more available as needed.

- **Learning Opportunities**: A budget dedicated to continuous growth and education.

- **Building from Scratch**: The opportunity to shape something impactful from the ground up.

- **Challenging Problems**: Engage in meaningful work that reshapes industry standards.