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Customer Support Manager
vor 2 Monaten
Your Mission
The Support function plays a crucial role in delivering exceptional customer 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 organization. This newly established function will enhance customer success through a commitment to outstanding service and effective communication.
The HAWK:AI support team is dedicated to facilitating customer enablement and resolving issues efficiently. 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 building a comprehensive knowledge base. This will empower our clients with the resources and expertise needed to combat financial crime effectively. Your insights will also contribute to product improvements, ensuring optimal delivery.
Your Responsibilities
- Develop the support function by establishing processes and tools based on insights from the Solution Consulting team.
- Recruit and build a support team to scale operations effectively.
- Oversee support communication channels to promptly address client inquiries.
- Prioritize support requests in alignment with internal and external service level agreements (SLAs) based on severity and impact.
- Define and enhance support SLAs, influencing our evolving contractual agreements.
- Conduct initial investigations into support requests to determine the best course of action.
- Act as the customer advocate, triaging support requests to relevant internal teams with detailed information.
- 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.
- Maintain constant communication with Product Management to relay feedback on common issues and challenges.
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.
- Quick-thinking with an analytical mindset and attention to detail.
- Interpersonal skills that facilitate effective collaboration with technical, compliance, and business teams.
- Experience in compliance, anti-money laundering (AML), or fraud is a plus.
- Experience in writing technical documentation is beneficial.
Why HAWK:AI?
- 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 role. Your contributions are significant.
- Contribute to innovation that positively impacts society globally by combating financial crime and preventing substantial 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 compensation and benefits.
