Attentive.ai is a fast-growing vertical SaaS start-up, funded by PeakXV (Surge), Infoedge and Vertex Ventures, that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platform. We're looking for a dynamic individual to join our team and help us drive retention, sales and grow our customer base.
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We are seeking a proactive and experienced Customer Support Manager to lead our customer support team. The ideal candidate will oversee daily ticket operations, mentor a team of customer support executives, streamline support processes, and enhance operational efficiency as we scale our services to larger enterprises. This role will also involve improving and meticulously tracking Service Level Agreements (SLAs) to ensure outstanding customer satisfaction.
Key Responsibilities:
Supervise and coordinate day-to-day activities of the customer support team.
Manage tickets and ticket queues and ensure timely and effective resolution of customer inquiries and issues.
Lead, mentor, and motivate a team of customer support executives to deliver exceptional service.
Develop and implement efficient support processes to optimize team performance and scalability.
Collaborate with cross-functional teams to address escalated issues and improve service delivery.
Establish and monitor SLAs to meet and exceed customer expectations.
Analyze support metrics and generate reports to track team performance and identify areas for improvement.
Build reporting for leadership on key metrics and drive continuous improvement initiatives.
Develop and maintain a knowledge base for Automeasure, Accelerate, and Beam AI products.
Experience in building Learning Management Systems (LMS) is required.
Experience in setup, implementation, and scaling of Freshdesk or similar support platforms.
Ability to work in the US time zone to support our North American customers.
Requirements:
Minimum of 5 years working experience in customer support, with at least 2 years in a managerial role.
Proven experience as a Customer Support Manager in a fast-paced environment.
Strong leadership skills with the ability to inspire and develop a high-performing team.
Experience in building and optimizing support processes to enhance operational efficiency.
Exceptional communication and interpersonal skills.
Ability to analyze data and utilize insights to drive strategic decisions.
Experience working with enterprise-level customers is preferred.
Bachelor's degree in Business Administration, Management, or a related field.
Ability to meet deadlines and work under pressure in a fluid environment
Open to start-up and evening shift (US business hours)
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