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Customer Support Manager
vor 2 Monaten
Your Mission
The Support function plays a crucial role in the customer delivery and enablement process, 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, and you will develop the necessary processes, tools, and personnel to create a premier customer support function. This new role will be instrumental in ensuring customer success through a commitment to an exceptional customer experience and effective, responsive 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 information requests, 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 our clients to combat financial crime effectively. Your position will also serve as a valuable resource for product feedback, facilitating continuous improvement in product delivery.
Your Responsibilities
- Establish and refine the support function, developing 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 effectively.
- Oversee support communication channels to promptly receive and address client support requests.
- Prioritize support inquiries in accordance with internal and external support SLAs, ensuring timely action based on 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 appropriate course of action.
- Act as the customer advocate, triaging support requests to relevant internal teams with comprehensive details to facilitate issue 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 and topics.
- Create and maintain a high-quality, informative, and visually consistent knowledge base and product documentation for clients, streamlining the knowledge-sharing process for HAWK:AI products and services.
- Maintain constant communication with Product Management to relay feedback on prevalent problem areas and issue types.
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 and new team members are onboarded.
- 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, paying close attention to detail.
- Interpersonal skills that facilitate effective interaction with technical, compliance, and business stakeholders.
- Experience in compliance, 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, where your contributions are valued.
- Make a positive impact on society globally by helping to combat financial crime and prevent $1.6 trillion in money laundering annually.
- 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.
