interface.ai is hiring a
Senior Support Manager

Summary

Join interface.ai as a Support Manager, responsible for managing the customer support department's day-to-day functions, responding to escalated customer support issues, implementing customer support processes, and more.

Requirements

• Are extremely self-motivated
• Have a growth Mindset
• At least 3 years of experience as Manager role with a total of 10+ years of overall experience
• Proven experience in a technical support management role, preferably in a global environment
• Excellent communication and interpersonal skills, with a customer-focused mindset
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Passionate about the possibilities at the intersection of AI + Banking
• Strong in technical skills building L2/L3 level support system
• Work with customers to troubleshoot and resolve complex software issues
• Would build the process for solving tickets on time
• Develop Support Processes of 24/7 availability
• Dashboards and analytics for Business Review
• Mentor junior engineers / developers in best practices, providing guidance for implementation strategies
• Experience working with off-shore teams is required
• Experience working on a virtual/global team is required

Responsibilities

• Managing the customer support department’s day-to-day functions
• Responding to escalated customer support issues
• Implementing customer support processes to enhance customer satisfaction
• Formulating and revising customer support policies and promote their implementation
• Informing the team of all new information related to products, procedures, and trends
• Assessing support statistics and preparing detailed reports on the findings
• Interviewing and hiring new employees
• Overseeing and evaluating the team's ongoing training efforts
• Delivering performance evaluations and following the disciplinary process according to company policy
• Affinity for multitasking with precision

Preferred Qualifications

Ability to work in flexible working hours/Shifts