Manager - Support & Escalations ID-10512
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
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• 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