Description:
As a Support Manager, you will be instrumental in driving efficiency, enhancing customer satisfaction, and fostering innovation within our support ecosystem. Your role will be pivotal in ensuring our support function operates at its peak, leveraging data-driven insights and AI-first strategies to deliver exceptional customer experiences.
The Support Manager position at Ben is a hybrid role: part individual contributor and part people manager. We think of it as a “player-coach” role because of the dynamic of leading your team, coaching and developing each team member whilst also contributing to the output volume.
Things you will be working on...
- Building and implementing data-driven strategies to continuously improve support efficiency and effectiveness
- Creating and monitoring key performance metrics to drive actionable insights and support decision-making
- Delivering AI-first adoption techniques to streamline support processes and enhance customer experiences
- Supporting and managing a team of 6+ support professionals, fostering their growth and development
- Developing and executing capacity planning strategies to maintain optimal support workload
- Building strong relationships with key stakeholders to amplify the voice of the customer in product development
- Managing incidents and deploying swift, effective action plans to maintain healthy support operations
- Translating company vision, OKRs, and business requirements into actionable support strategies
You will love this role if you have...
- Experience managing support teams, strong analytical skills, proficiency with support software, and excellent communication skills.
- Proven track record in driving efficiency and implementing data-driven support strategies
- Strong analytical skills with the ability to derive actionable insights from complex data sets
- Experience with chat-based support software, particularly Intercom
- Proficiency in capacity planning and workload management
- Demonstrated ability to lead AI adoption initiatives in customer support
- Excellent communication skills with the ability to engage effectively at both customer and technical levels
- Strong incident management skills with the ability to quickly deploy effective action plans
- A passion for delivering exceptional customer experiences and driving continuous improvement
- Ability to balance individual contributions with effective team management