The support manager will lead the management of all customers related technical support matters, including managing all tickets, and serve as an escalation point for crisis management and complex cases which requires escalations to Engineering and Product (Tier 3). The Support Manager will also serve as a Reporting Analyst and will be responsible for building out and sharing internal reports.RESPONSIBILITIES
Manage all ZenDesk communication, prioritize and troubleshoot all tickets in order to determine next steps: resolving and/or providing explanations or escalating to the relevant team (engineering/product / CS / Clinical)
Build strong relationships with cross-functional roles to effectively communicate issues/solutioning, and communicate to the customer and/or cross-functional roles in a timely manner
Utilize SQL database platform as a tool for troubleshooting
Ensure all issues are properly logged
Build and run activity reports from SQL database on a regular cadence and work closely with cross-functional roles to build scripts/queries for customer-facing and internal reporting
Partner with cross-functional stakeholders to build out customer service metrics (e.g., customer response times), resolution pathways, and processes required to enable excellent customer service
Deliver on customer service metrics defined, and ensure an excellent level of customer service
REQUIREMENTS
· Must be fluent in English and with strong communication skills
· 5+ years of relevant experience in customer support, implementation, engineering, or technical problem-solving
· Self-starter who is entrepreneurial and resourceful, demonstrated ability to independently identify and resolve issues
· Experience building and delivering reports, partnering across functions to define report requirements, and setting up processes for reports delivery
· Experience with a global company with a B2B SaaS product
· Experience with Helpdesk platforms such as JIRA and ZenDesk
· Excellent SQL database troubleshooting/reporting skills and strong data-mining skills in SQL
· Clear and effective communication techniques
· Strong problem-solving skills
· Ability to thrive in a fast-paced environment start-up environment
· Collaborative mindset that will partner cross-functionally with Customer Success and Product Development
· Experience building out and scaling a technical support team for an early-stage company, product, or other related experience