interface.ai is hiring a
Technical Support Manager, Remote - Worldwide
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Technical Support Manager
🏢 interface.ai
💵 ~$111k-$163k
📍Worldwide
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Summary
The job is for a Support Manager at Interface.ai, a fast-growing AI + fintech company. The role involves managing the customer support department, implementing processes, formulating policies, and overseeing team training and performance evaluations.
Requirements
- Affinity for multitasking with precision
- Proven experience as a customer support specialist, preferably within a similar environment
- Deploy and reproduce customer issues on a lab / test environment to isolate deviation in expected against deployed product feature behavior
- Maintain and manage customer test environments for further problem replication
- Experience working in an agile team environment and proficient understanding of code versioning tools, such as Git
- Handle escalated issues which are usually mission critical and technically complex
- Creating JIRA and then Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit
- Learn the niche features while the technology to help the internal teams ramp up
- Creating knowledge base for Product Playbook / FAQ’s
- Being a technical lead point-of-contact for stakeholders, work with them on case trend analysis for the inputs in Product Quality Review (PQR)
- Interface with the relevant business Units to identify defects and file bugs/feature requests involving the relevant development team for a fix
- Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
- Review, investigate, and resolve complex technical member cases within the target SLAs
- Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
- Report on escalation trends, top issues, and improvement opportunities
- Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
- Effectively manage project scope by ensuring any changes to scope are documented and approved
- Lead, coach, and motivate project team members on a proactive basis
- Ability to work in flexible working hours/Shifts
- 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 promoting 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
Preferred Qualifications
- Good to have Banking domain experience
- Good to have experience in defining project KPI
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Please let interface.ai know you found this job on JobsCollider. Thanks! 🙏