interface.ai is hiring a
Sr Manager of Global Support

Summary

The job is for a Global Support Strategy Lead at Interface.ai, a fast-growing Conversational AI SaaS company in the financial services industry. The role involves developing and implementing a global support strategy, leading a high-performing team, establishing KPIs, collaborating with product teams, managing support channels, fostering a customer-centric culture, overseeing documentation, negotiating contracts, staying abreast of industry trends, and having experience in customer support technologies.

Requirements

• Minimum of 8 years experience in customer support or service roles, with at least 3 years in a leadership position managing global teams
• Proven track record of developing and executing successful support strategies in a global context
• Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
• Flexibility to work across different time zones
• Should have the ability to work with customers to troubleshoot and resolve complex software issues
• Have hired and trained support teams
• Built support Processes of 24/7 availability
• Built dashboards and analytics for business review
• Built and enforced Incident Management systems

Responsibilities

• Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs
• Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with the necessary skills and resources
• Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates
• Collaborate with the product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success
• Manage and optimize support channels (email, chat, phone, social media) to ensure customers receive timely and effective assistance
• Foster a customer-centric culture within the team, emphasizing the importance of proactive support and customer advocacy
• Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials
• Negotiate and manage contracts with external support vendors and partners, ensuring they meet our service standards and cost objectives
• Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery

Benefits

• Remote First Policy
• Medical/Dental/Vision Insurance
• PTO & Holidays
• Life Insurance