Job Description

Position: Technical Support Manager

Role: Hybrid/Dublin

Salary: €65,000

Ingenio are currently partnered with an omnichannel customer engagement platform company that enable companies to build, grow, and retain strong customer relationships.

Our client is looking for a Technical Support Manager who will play a crucial role in ensuring the seamless functioning of the products and services and he/she will be the key bridge between customers and internal teams, ensuring a high level of customer satisfaction. Reporting into the Director of Operations, this role offers an exciting opportunity to lead a team, solve technical challenges, and drive customer success.

Responsibilities:

-Lead, mentor, and manage a team of 6 support professionals based across Ireland, the UK, Spain & the US.

-Provide exceptional customer support to clients, addressing their queries, issues, and concerns in a timely and effective manner.

-Utilise customer support data and metrics to identify trends, track performance, and implement data-driven improvements in customer service.

-Analyse and resolve complex customer issues and technical problems. Collaborate with the product development and technical teams to find solutions for customer-reported problems.

-Monitor and manage Service Level Agreements (SLAs) for support responses and issue resolutions. Ensure that the support team meets or exceeds agreed-upon response times and resolution deadlines.

Mandatory requirements:

-2+ years of experience in managing a customer facing tech support team in a SaaS/software/tech start up

-Familiarity with SaaS data integration products and mobile technologies is highly desirable

-Proven track record of delivering exceptional customer support and managing customer relationships.

-Experience with Zendesk, Jira, Hubspot, and similar tools required.