Manager - Support & Escalations

Description: Lead a team dedicated to delivering exceptional customer support and resolving escalated issues. Manage escalations of all levels, ensuring swift and positive outcomes. Identify, develop, and execute strategies to improve overall customer satisfaction and response times. Manage communication and reporting of our Service Level Agreements (SLAs) with customers. Provide input in customer meetings on our technical architecture, security protocols, and AI policies. Play a key role in the quality assurance process, providing valuable feedback that influences product development.Requirements: 5+ years in customer support and managing escalations, in a technical environment 1+ years people management experience Strong leadership skills, with the ability to mentor and guide a support team Excellent communication skills, able to confidently speak to customers and break down complex technical topics into easily understandable points Demonstrated ability to build cross-functional relationships and drive strategic projects Data-driven mindset with experience in automation, trend analysis, and support metrics Strong understanding of technical architecture, security policies, and AI systems Ability to manage multiple priorities, from customer escalations to strategic roadmap initiatives Passion for quality and product improvement through hands-on QA involvementBenefits: A competitive compensation package Medical, dental and vision coverage + 401k program with company match Generous paid time-off programs Ability to develop within the company and shape our growth strategy A human-centric culture with a range of wellness perks and benefits

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