Customer Support Manager

About the Client

Our client is a cutting-edge AI product management tech startup, revolutionizing how businesses strategize, develop, and scale their AI-driven solutions. With innovation at the core, the team is committed to delivering intuitive and efficient tools for product managers, enterprises, and industry leaders worldwide.

Role Overview

As a Customer Support Manager, you will bridge the gap between technical development and customer satisfaction, ensuring seamless communication and support for global clients. This role is crucial in maintaining a high-quality experience for users by addressing complex inquiries, troubleshooting technical issues, and driving product adoption. You will work closely with the development, sales, and customer success teams to refine support strategies and enhance product usability.

Requirements:

• Fluent in English (both written and verbal), demonstrating exceptional communication and comprehension skills.
• 5+ years of experience in technical customer support or related roles, preferably in SaaS or AI product companies.
• Strong technical acumen with API support, cloud computing platforms (AWS, Azure, GCP), troubleshooting methodologies, and familiarity with AI-driven solutions.
• Experience working with Fortune 500 clients or enterprise-level accounts is a plus.
• Excellent problem-solving skills with the ability to quickly adapt to new technologies and processes.
• Knowledge of ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud) and CRM (Hubspot, SurveyMonkey) tools.
• Ability to drive data-backed decisions, analyzing KPIs related to customer satisfaction and response times.

Responsibilities:

• Customer Support & Issue Resolution
• Lead offshore customer support operations, ensuring a streamlined and highly efficient response system.
• Provide proficient communication skills for resolving customer inquiries with precision and professionalism.
• Facilitate customer onboarding, support project initiation, answer technical questions and involve the development team when necessary for in-depth analysis.
• Identify, analyze, and troubleshoot technical issues, collaborating with engineering teams to resolve escalations.
• Develop and maintain knowledge base articles, FAQs, and documentation to empower customers and reduce resolution time.
• Monitor, measure, and enhance customer satisfaction metrics by proactively addressing concerns.
• Technical Expertise & Collaboration
• Serve as the technical liaison between customer support and development teams, translating complex technical issues into actionable solutions.
• Utilize your expanded technical skills (API troubleshooting, cloud platform support, etc.) to assist customers with integration challenges.
• Advocate for customers by providing product feedback to internal teams for enhancements and new features.
• Work closely with product manager, engineering and product teams to understand software updates and ensure accurate support documentation.

Please be advised that the start for this position is planned for late Q3 / early Q4, 2025.