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Customer Support Manager
vor 2 Monaten
Your Mission
The Support function plays a crucial role in the delivery and enablement process for customers, focusing on providing high-quality, timely, and consistent service to HAWK:AI's current and prospective clients. As the Support Lead, you will assume responsibility for the support operations previously managed by the Solution Consulting team, developing the necessary processes, tools, and personnel to create a premier customer support function. This new role will foster customer success through a commitment to exceptional service and effective communication.
The HAWK:AI support function is dedicated to facilitating customer enablement and resolving issues, serving as the primary point of contact for clients. Whether addressing technical challenges or responding to inquiries, the focus is not only on immediate needs but also on enhancing HAWK:AI's service over time by contributing to a knowledge base that empowers clients to combat financial crime effectively. Your position will also provide valuable insights to the product team for continuous improvement in product delivery.
Your Responsibilities
- Establish and refine the support function, leveraging insights and processes from the Solution Consulting team.
- Build and expand the support team, recruiting the necessary personnel to scale operations.
- Oversee support communication channels to ensure timely responses to client inquiries.
- Prioritize support requests based on established SLAs to address issues according to their severity and impact.
- Develop and enhance support SLAs to align with our evolving contractual agreements.
- Conduct initial investigations into support requests to determine the most effective course of action.
- Act as the customer advocate, triaging support requests to relevant internal teams with comprehensive details.
- Provide clear and informative updates to clients regarding the status of their support requests throughout the resolution process.
- Identify documentation gaps to reduce support overhead for common inquiries.
- Create and maintain a high-quality, informative knowledge base and product documentation for clients, ensuring efficient knowledge sharing.
- Collaborate closely with Product Management to relay feedback on recurring issues and problem areas.
Your Profile
- 3-5 years of experience in a customer-facing role, such as technical support or implementation.
- Prepared to take on management responsibilities as the support function expands.
- Exceptional business communication and presentation skills in both German and English; additional languages are advantageous.
- Bachelor's degree or equivalent experience in engineering, computer science, business informatics, information systems, or related fields.
- A blend of strong technical and business acumen.
- A quick thinker with analytical and problem-solving abilities, demonstrating attention to detail.
- Interpersonal skills that facilitate effective collaboration with technical, compliance, and business teams.
- Experience in compliance, AML, or fraud is a plus.
- Familiarity with writing technical documentation is beneficial.
Why us?
- Accelerate your career in a well-funded startup recognized as one of the "World's top 100 AI Fintechs" and a "Top EU-startup to watch."
- Be at the forefront of a rapidly growing high-tech startup utilizing cutting-edge Cloud technology, AI, and machine learning.
- Join a diverse and international team representing over 25 nationalities across various locations.
- Enjoy a high degree of collaboration, ownership, and autonomy in your work.
- Contribute to innovation that has a positive global impact by combating financial crime and preventing significant money laundering.
- For technology enthusiasts, our modern tech stack includes Kafka, Elasticsearch, AWS, MongoDB, Kubernetes, ArgoCD, Java 11, Spring, Python, React, and more.
- HAWK:AI offers competitive remuneration and benefits.
