Manager - Support & Escalations
Description:
- Lead a team dedicated to delivering exceptional customer support and resolving escalated issues.
- Manage escalations of all levels, ensuring swift and positive outcomes.
- Identify, develop, and execute strategies to improve overall customer satisfaction and response times.
- Manage communication and reporting of our Service Level Agreements (SLAs) with customers.
- Provide input in customer meetings on our technical architecture, security protocols, and AI policies.
- Play a key role in the quality assurance process, providing valuable feedback that influences product development.
Requirements:
- 5+ years in customer support and managing escalations, in a technical environment
- 1+ years people management experience
- Strong leadership skills, with the ability to mentor and guide a support team
- Excellent communication skills, able to confidently speak to customers and break down complex technical topics into easily understandable points
- Demonstrated ability to build cross-functional relationships and drive strategic projects
- Data-driven mindset with experience in automation, trend analysis, and support metrics
- Strong understanding of technical architecture, security policies, and AI systems
- Ability to manage multiple priorities, from customer escalations to strategic roadmap initiatives
- Passion for quality and product improvement through hands-on QA involvement
Benefits:
- A competitive compensation package
- Medical, dental and vision coverage + 401k program with company match
- Generous paid time-off programs
- Ability to develop within the company and shape our growth strategy
- A human-centric culture with a range of wellness perks and benefits