Manager, Customer Support
Tasks
- Collaborate with technical teams on escalations
- Conduct one-on-ones and performance reviews
- Coordinate on-call schedules
- Create knowledge base articles and technical documentation
- Ensure SLA compliance
- Handle critical escalations
- Identify training needs and build competency programs
- Implement support process improvements
- Lead and develop support team
- Manage ticket queues and workload
- Participate in customer training coordination
- Perform root cause analysis and drive permanent fixes
- Represent support insights in product roadmap discussions
- Track adoption metrics and customer satisfaction
Perks/Benefits
Skills/Tech-stack
24x7 Support Operations | 24x7 support | Call Management | Cause analysis | Change Management | Customer Success | Customer training | Documentation | ITIL | On-Call | On-call Management | Performance Management | Problem Solving | Process Improvement | Reporting tools | Root Cause Analysis | Root cause | SLA | SQL | Service Management | Support operations | Ticketing systems
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