Customer Support Manager

vor 1 Woche

Munich, Bayern, Deutschland HAWK:AI Vollzeit

About the Role

The Customer Support Manager will be responsible for delivering a quality, timely, and consistent customer service experience to HAWK:AI's existing and future clients. This role will oversee the support function, building out processes and tooling to ensure efficient customer enablement and issue resolution.

Key Responsibilities

  • Establish and maintain support processes and tooling to ensure timely and effective issue resolution
  • Build and lead a high-performing support team, providing guidance and coaching to ensure excellent customer service
  • Monitor support communication channels to receive and respond to customer requests in a timely manner
  • Prioritize support requests according to internal and external support SLAs to ensure issues/requests are actioned in accordance with severity and impact
  • Establish and expand on support SLAs influencing our evolving contractual setup
  • Provide first-line investigation into support requests to determine best course of action
  • Triage support requests as the customer champion to relevant internal teams with as much detail as possible to allow teams to resolve issues
  • Provide clear and informative updates to customers on the status of support requests throughout the resolution process
  • Identify areas of documentation gaps for customers to minimize support overheads for common queries and topics
  • Create and maintain a high-quality, informative, and visually/thematically consistent knowledge base and product documentation for customers, to make the knowledge share process for HAWK:AI products and services as efficient and low-overhead as possible
  • Liaise constantly with Product Management, to provide feedback on common problem areas and issue types observed

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