Support Manager

Who are we looking for?

We seek a sharp, organized, forward-thinking Support Manager to take our Support Team and domain to new heights.

What will you be doing?

• Lead and manage day-to-day operations and customer interactions, including ticket queue management, engaging with clients across different touchpoints, and providing guidance and support to team members.
• Hands-on technical issue resolution and escalation management: reviewing and addressing escalations, ensuring the resolution of issues, documentation, conducting quality assurance, and communicating the outcomes to clients.
• Create and implement programs and procedures to improve overall productivity and performance within the team.
• Serve as a liaison between clients, the product team, and R&D; communicate feature requests, identify bugs, analyze usage patterns and data, and utilize reporting tools to identify areas for improvement and reduce manual workload.
• Work with Sales, Customer Success managers, Professional Services, and technical teams to maintain customer satisfaction and identify upsell opportunities.

Leadership Responsibilities:

• Empower team members by providing guidance, support, motivation, and ongoing training, mentoring, and coaching to ensure their success. 
• Monitor, analyze, and continuously optimize measurement and analysis of reports to ensure KPIs are met.
• Continuously improve customer support processes and workflows to enhance efficiency and customer satisfaction. 
• Collaborate cross-functionally to ensure smooth onboarding of new customers and provide ongoing support to existing customers. 

Project/Program Management:

• Planning, monitoring, and executing department-related projects.
• Provide monthly reports to Product and R&D teams and agree on action items accordingly.

Client Onboarding:

• For Existing Clients: Onboarding for new features/products.

What will you need?

• At least 4 years of experience leading a Customer Support team from a B2B SaaS company.
• At least 6 years of experience in Customer Support roles.
• Working knowledge of customer service software and tools (Utilizing tools such as Zendesk, Jira, Logz.io, Grafana, Elastic, Gitlab, Salesforce, and monday.com).
• In-depth understanding of support processes and tools 
• Fluent English speaker with excellent writing skills. Additional languages - an advantage
• Strong client-facing and communication skills
• Willingness to work late as needed, as Syte is a global company and 60% of our customers are in the US.
• Experience working with Javascript, API, or Python - advantage.

Working days - Monday-Friday