onsite
Technical Support Manager - omni
Software Engineer
Seeking a Technical Support Manager to lead and expand the Product Expert team. This role focuses on managing customer inquiries and ensuring successful adoption of an AI analytics platform.
About the role
Key Responsibilities
- Lead and mentor a team of Product Experts, fostering a high-performance culture.
- Manage and resolve complex technical support issues for enterprise clients.
- Develop and implement strategies to improve customer satisfaction and retention.
- Collaborate with product and engineering teams to provide feedback and drive product improvements.
- Oversee the creation and maintenance of support documentation and knowledge base articles.
Requirements
- Proven experience in technical support management or a similar leadership role.
- Strong understanding of AI analytics platforms and SaaS products.
- Excellent communication, problem-solving, and interpersonal skills.
- Experience in managing customer escalations and ensuring timely resolution.
- Ability to build and maintain strong relationships with clients and internal stakeholders.
Skills
customer supportcommunicationproblem solving