Manager, Customer Support
This is a remote position.
About the Role:
We are looking for a Manager of Customer Support to join our team at Unit21 . This role is a player-coach position, directly managing a team of remote Customer Support Specialists in the US and Singapore while also being hands on with tickets. You will be responsible for maintaining the success of Unit21 ’s support team while also developing process and automation improvements, solving tickets and providing escalation assistance.
Our tickets are typically L2/L3 - this is a technical support organization. Ticket engagement may include assisting with troubleshooting, best practices, technical support, and helping users derive maximum value from our product. This role reports directly to the Chief Customer Officer.
What you will be doing:
Starting point (your first 4 months in the role)
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Gain a comprehensive understanding of the Unit21 platform in order to provide first level resolution (solving tickets within the support team) when possible
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Review inquiries to troubleshoot and determine root cause. Typical actions may include:
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Troubleshooting detection models, alerts, and case management issues on platform
- Identifying bugs or feature requests
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Providing best practices on detection models to reduce false positive alerts and processing time
- Investigating operation workflow issues
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Investigating file upload and download issues
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Sharing and escalating requests to other internal teams
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Working to maintain the SLAs of Customer Support (both externally stated and team goals)
- Partner with internal teams, including:
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Customer Success, for customer communication alignment, troubleshooting and de-escalation of customer issues based on triage guidelines
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Product, for sharing product feedback and new feature requests
- Engineering, for bug fixes and outages
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Prioritize assigned tickets accordingly based on severity of ticket and submission timing. Guide ticket escalations, providing context and indicating severity levels.
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Manage a team across multiple time zones, performing 1:1s, performance reviews, escalation assistance and ongoing feedback
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Own metrics for the team: Provide visibility and reporting of metrics and escalations including first response time, escalation rate to engineering, and resolution timing.
Where the team evolves (your 4-12+ months in role)
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Seek to comprehensively understand customer problems, needs, and priorities in order to efficiently deliver the best customer experience possible, determining where we can pre-empt ticket questions
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Evolve how AI is used in the support organization to solve tickets
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Identify areas for AI skill building for efficiency and standardization
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Operationalize handoffs of tickets across timezones
What we’re looking for:
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Process driven: You see gaps in knowledge and create runbooks to uplevel the team and use metrics to make decisions
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Automation focused: You evaluate the ticket types and determine where to build/buy AI to ensure ongoing efficiency in getting customers quick resolutions
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Internally Collaboration approach: Partners with internal teams to share information, find ways to streamline solutions and present a unified approach externally
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Technical knowledge: Ability to dig into the systems that create Unit21 in order to debug; ensure team members continue to learn technical concepts and have access to technical tools
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Curiosity: Gets to the root cause of an issue to solve by asking key questions
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Strong communication: Ability to communicate complex technical problems in a human tone and customer-friendly language
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Voice of the customer: Surfaces recurring pain points for broader organization action
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Knowledge Management and Enablement: Building runbooks and creating a learning culture
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1+ years of experience in a team lead or management position
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3+ years of experience in customer-facing roles, including client services and technical support