Aktuelle Jobs im Zusammenhang mit Customer Support Manager - Munich, Bayern - HAWK:AI
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Customer Support Manager
vor 2 Monaten
Your Mission
The Support function plays a crucial role in delivering quality and timely customer service to HAWK:AI's clients. As the Support Lead, you will transition support responsibilities from the current Solution Consulting team and develop the necessary processes, tools, and personnel to establish a premier customer support function. This new role will be instrumental in ensuring customer success through a commitment to exceptional service and effective communication.
The HAWK:AI support team focuses on efficient customer enablement and swift issue resolution. Whether addressing technical challenges or responding to inquiries, our goal is not only to meet immediate needs but also to enhance HAWK:AI's service over time by contributing to a knowledge base that empowers our clients in combating financial crime. Your insights will also provide valuable feedback for product improvements, ensuring effective and efficient service delivery.
Your Responsibilities
Develop the support function by implementing processes and tools informed by experiences from the Solution Consulting team.Build and expand the support team, recruiting the necessary personnel to scale operations.Oversee support communication channels to promptly address client inquiries and requests.Prioritize support requests based on internal and external service level agreements (SLAs) to ensure timely resolution according to severity and impact.Establish and refine support SLAs to align with our evolving contractual obligations.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 clients with clear and informative updates on 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 to streamline the knowledge-sharing process for HAWK:AI products and services.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 assume line 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 an analytical mindset and attention to detail.Interpersonal skills that facilitate effective collaboration with technical, compliance, and business stakeholders.Experience in compliance, anti-money laundering (AML), or fraud is a plus.Experience in creating technical documentation is advantageous.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 comprising 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 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.