Customer Support Manager

vor 4 Wochen

Munich, Bayern, Deutschland HAWK:AI Vollzeit

Your Mission

The Support function plays a crucial role in the customer delivery and enablement process, aiming to provide high-quality, timely, and consistent service to HAWK:AI's 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 establish a premier customer support function. This new role will be pivotal in ensuring customer success through a commitment to an exceptional customer experience and effective communication.

The HAWK:AI support function is dedicated to efficient customer enablement and swift issue resolution, 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 serve as a valuable resource for product teams, providing insights to continuously refine product delivery.

Your Responsibilities

  • Establish and develop the support function, implementing processes and tools based on insights gained from the Solution Consulting team.
  • Build and expand the support team, recruiting the necessary personnel to scale operations.
  • Oversee support communication channels to promptly receive and address client requests.
  • Prioritize support inquiries in accordance with internal and external service level agreements (SLAs) to ensure timely action based on severity and impact.
  • Define and enhance support SLAs, influencing the evolving contractual framework.
  • Conduct initial investigations into support requests to determine the best course of action.
  • Act as the customer advocate by triaging support requests to relevant internal teams with comprehensive details for efficient resolution.
  • 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, and visually consistent knowledge base and product documentation for clients, facilitating efficient knowledge sharing.
  • Maintain constant communication 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; proficiency in additional languages is 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 interaction with technical, compliance, and business stakeholders.
  • Experience in compliance, anti-money laundering (AML), or fraud prevention is a plus.
  • Experience in writing technical documentation is beneficial.

Why HAWK:AI?

  • Accelerate your career growth by joining 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 positively impacts society globally by combating financial crime and aiming to prevent significant money laundering activities.
  • 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.

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