Manager, Customer Support
Mesa, Arizona, United States
USD 97K-125K (estimate) Senior-level Full Time
Tasks
- Collaborate on escalations and customer communications
- Create documentation and knowledge base articles
- Develop competency programs
- Drive permanent fixes
- Ensure SLA compliance
- Handle critical escalations
- Identify training needs
- Implement process improvements
- Lead support specialists
- Manage on-call schedules
- Manage ticket queues
- Manage workload distribution
- Monitor support and customer success metrics
- Participate in product roadmap discussions
- Perform root cause analysis
Perks/Benefits
- N/A
Skills/Tech-stack
24x7 operations | AI Technologies | Adoption Metrics | Call Management | Cause analysis | Change Management | Customer Adoption Metrics | Customer Success | Customer adoption | Customer satisfaction | Customer success platforms | Customer support | Documentation | IT Service Management | IT service | Incident Response | On-Call | On-call Management | Process Improvement | Project Management | Reporting | Root Cause Analysis | Root cause | SLA management | SQL | Service Management | Technical Incident Response | Ticketing systems | Training Development
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