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Customer Support Manager
vor 1 Monat
About the Role
The Support Lead will play a vital part in delivering quality, timely, and consistent customer service to HAWK:AI's existing and future clients. This role will take over the support responsibility from the existing Solution Consulting team and establish the required processes, tooling, and personnel for a best-in-class customer support function.
Key Responsibilities
- Establish and build out processes and tooling for the support function, based on lessons learned from the Solution Consulting team.
- Monitor support communication channels, including email, Slack, and phone, to receive and respond to support requests in a timely manner.
- Prioritize support requests according to internal and external support and bug SLAs to ensure issues/requests are actioned in accordance with severity and impact.
- Provide first-line investigation into support requests to determine the best course of action.
- Triage support requests to relevant internal teams with as much detail as possible to allow teams to resolve issues.
- Provide clear and informative updates to clients on the status of support requests throughout the resolution process.
- Identify areas of documentation gaps for clients 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 clients.
About You
- 3-5 years of experience in a customer-facing role, such as technical support or implementation roles.
- Excellent business communication and presentation skills in German and English, with other languages a plus.
- Bachelor's degree or a combination of education and experience in engineering, computer science, business informatics, information systems, or sciences.
- Combination of strong technical and business knowledge.
- A quick thinker with an analytical and problem-solving mindset and attention to detail.
- Interpersonal skills allowing effective interaction with technical, compliance, and business counterparts.
About HAWK:AI
- Accelerate your career growth by joining a well-funded startup that was named one of the "World's top 100 AI Fintechs" and "Top EU-startups to watch".
- Be part of an incredibly diverse and international team consisting of 25+ nationalities across offices in Europe, the USA, and beyond.
- Have a high degree of collaboration, ownership, and autonomy, with your work mattering.
- Be part of a team that is fighting financial crime and aims to prevent $1.6 trillion in money-laundered worldwide annually.
