What are the responsibilities and job description for the Support Team Manager position at Kollective Group?
Our client, a B2B SaaS and Compliance company, are hiring a Support Manager to deliver exceptional customer service for their platform, features, and professional services solutions. Your main responsibility will be providing first and second-line support to both internal and external stakeholders, addressing technical issues, and ensuring the smooth execution of tasks and services. You will serve as a customer advocate, ensuring timely resolutions and effective communication between customers and various internal teams.
You will manage the Support Desk, handle escalations, troubleshoot technical problems, and ensure adherence to service level agreements (SLAs), particularly in relation to web crawls. Additionally, you’ll collaborate with teams such as Product, QA, Engineering, and Customer Success to resolve issues, implement best practices, and streamline workflows. Your role will also involve monitoring web crawl performance, prioritizing support tickets, and establishing guidelines to ensure optimal service delivery.
Key Responsibilities :
- Team Management : Lead a team of 3 Support Engineers, overseeing support for various products.
- Customer Support : Provide first and second-line support directly, ensuring quick resolution of customer inquiries and issues through email and other communication channels.
- Technical Troubleshooting : Analyze, qualify, and resolve technical issues, escalating when necessary.
- Web Crawl Management : Oversee the health of web crawls, ensuring timely issue resolution within SLAs and smooth transitions to QA.
- Collaboration : Work closely with teams including Product, Sales, Engineering, Customer Success, and QA to resolve customer issues and enhance service delivery.
- Service Desk Management : Manage the Service Desk, ensuring tickets are moved from backlog to workflow and efficiently managed.
- Continuous Improvement : Develop best practices for customer support, troubleshoot crawl issues, and contribute to process improvements within the support function.
- Strategic Direction : Lead a busy support function during a critical product rollout, providing reports, insights, and direction to exceed company-wide goals.
What You’ll Need :
What’s on Offer :
