Support Manager

Summary

Join Circit, a rapidly expanding B2B SaaS company dedicated to making business verifiable in real-time, as a Support Manager. You will lead the end-to-end support function, overseeing both Customer Support and Product Support, managing a small team, and ensuring exceptional service delivery. This role involves owning all related systems and processes, focusing on technical support, customer support, and product troubleshooting. You will also be responsible for automating and streamlining support workflows, enhancing customer experience, and fostering staff development.

Requirements

• You must be ready to work in a fast paced, high growth environment, with a large amount of flexibility required
• 3+ years experience in a technical / customer support management role
• Experience managing T1 to T3 support staff, balancing both technical and customer-facing needs
• An eye for solving problems and continuous improvement
• Excellent communication and collaboration abilities
• Demonstrable multitasking and time management skills
• Proven leadership ability to manage, develop, and inspire a diverse team
• Excellent communication skills with the ability to explain technical issues in simple, customer-friendly terms
• Strong problem-solving and decision-making abilities, especially in high-pressure scenarios
• A hands on approach with the ability to focus on both the detailed issue and the bigger picture

Responsibilities

• Ensure the team delivers seamless support for both technical issues and general customer inquiries, focusing on product troubleshooting, account management, and queries related to financial products or services
• Collaborate with product and engineering teams to stay informed about product updates, API integrations, and technical features
• Develop and maintain a robust knowledge base, documentation, and self-service resources for both customers and internal staff
• Become an expert in the Circit product
• Lead initiatives to automate and streamline support workflows, reducing manual processes and increasing efficiency
• Integrate automation tools, AI-driven chatbots, and other self-service resources to enable customers to resolve common issues quickly
• Work with product and engineering teams to enhance documentation and introduce solutions that improve troubleshooting speed and customer satisfaction
• Ensure outstanding customer experience by aligning team efforts with business goals and customer needs, particularly in the fintech space
• Develop and maintain strong relationships with customers, ensuring their technical and financial concerns are addressed efficiently
• Advocate for customer needs internally to ensure product development and support strategies are aligned
• Lead the Customer Support team directly and collaborate with Product Support teams through dotted line management
• Ownership for the on call roster to ensure 24/5 covering
• Conduct regular one-on-one meetings, performance reviews, and continuous coaching to foster staff development
• Oversee day-to-day operations to ensure the team handles tickets efficiently and meets KPIs and SLAs
• Provide regular reports on team performance, ticket trends, customer satisfaction metrics, and automation impact
• Maintain effective communication with internal stakeholders, including product, engineering, and operations teams
• Ensure timely sharing of feedback and insights regarding recurring issues or product enhancements
• Responsibility for key support metrics such as resolution and response time, and CSAT scores
• Act as an escalation point for complex technical or customer queries and work with senior stakeholders and product teams as needed
• Own ticket flow, handle escalations, and ensure timely resolutions

Preferred Qualifications

• Previous experience in a SaaS startup environment particularly FinTech
• Previous experience with ticketing systems such as Intercom
• Previous experience with project management tools such as Asana
• Previous experience with product development and monitoring tools

Benefits

• Competitive salary
• A small team with a friendly environment that promotes autonomy for you to self-manage your time
• Remote-working and flexible working hours
• Great opportunity for career progression with hands on experience
• Freedom of expression is encouraged