Bilingual Customer Support Manager
22 hours ago
🏡 Remote – New York
Description
• Lead and manage a team of bilingual customer support representatives • Ensure timely resolution of customer issues through multiple channels • Collaborate with engineers and field service teams for customer support • Develop reporting and analytics to measure support success • Drive capacity planning and customer experience improvements • Proactively manage direct reports to discuss goals and monitor performance • Develop robust SOPs with outsourced vendors
Requirements
• English and Spanish fluency, both oral and written • CRM and Ticketing systems like Hubspot / Zendesk / Helpscout / Jira etc. • Business analytics, reporting, and visualization tools like Tableau / SQL, advanced Excel, Atlassian suite of products, etc • 5+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services • Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infrastructure industry • Comfortable using and updating playbook and knowledge base resources, like Confluence, etc • Self-sufficient and pro-active • Experience with remote monitoring and remote troubleshooting interacting with a physical product and hardware • Cool under pressure
Benefits
• Competitive salary and equity compensation • Fully-sponsored medical, vision, and dental insurance, including 75% funded dependent coverage • 401(k) retirement plan (non-matching today) • Flexible paid time-off and remote work to let you do your best work where and when you want • Highly collaborative learning culture where personal freedom, growth, and responsibility are valued • An opportunity to have an incredible positive impact on the world
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