Job Description

SUPPORT MANAGER

WHO WE ARE

We are responsible for code changing the lives of people around the world, every day. We solve complex problems and build big ideas. And we don't stop. We believe in the ability of technology to make the world a better place; we're driven to rip through conformity and create new solutions, and smarter habits. We know why we're here: To unleash the potential of people through the power of technology. We are people multiplied by the power of tech and together we are changing the world.

CONTEXT | THE ROLE

As a Support Manager, you will be responsible for managing the support team, setting service standards, and continuously improving our support processes. You will be leading a small team of engineers, working closely with product and engineering to ensure escalated issues are resolved promptly and customer feedback is addressed.

ROLE RESPONSIBILITIES | THE WHAT & THE HOW

The Essentials

Project Coordination: + Manage and delegate escalated support issues, ensuring timely and effective communication with customers.
+ Identify opportunities to improve product usability and customer satisfaction, collaborating with customer services team to advocate for customer needs.
+ Conduct regular performance reviews, set goals, and provide feedback to team members to foster a high-performing support team.
Client Relationship Management: + Serve as a primary point of contact for clients, providing support and addressing any concerns for Service and Maintenance Support clients.
+ Proactively communicate with clients to ensure their needs are met and expectations are managed effectively.
Issue Resolution: + Identify and address issues and challenges in a timely manner, working closely with the engineers to implement appropriate solutions and processes
+ Escalate critical issues to Client Service Manager and Head of Operations and Delivery as needed, providing recommendations for resolution.
Risk Management: + Assess project risks and develop mitigation strategies to minimize project disruptions and ensure successful resolutions for the clients.
+ Monitor issue resolution progress and proactively identify potential risks or roadblocks, taking proactive measures to mitigate them.
Quality Assurance: + Ensure that issue resolutions meet the highest quality standards and align with client expectations.
+ Conduct thorough testing and quality assurance processes, collaborating with the engineers to address any issues or concerns.
Performance Tracking and Reporting: + Track the team and clients' performance metrics, including progress on tickets raised, budget utilisation, and resource allocation.
+ Prepare regular team status reports and updates for stakeholders, highlighting key achievements, challenges, and areas for improvement.

Requirements

Bachelor's degree in Business, Information Technology, or a related field (or equivalent experience). 5+ years of experience in a customer support role, with at least 2 years in a management position. Excellent communication and interpersonal skills, with a customer-focused mindset and a problem-solving approach. Proven problem-solving skills, with experience managing escalations and working cross-functionally with development teams. Strong organizational skills, with the ability to prioritize and manage multiple tasks and projects. Knowledge of Agile or other software development methodologies is an advantage. * Proficiency in data analysis and reporting tools to monitor performance metrics.