Manager, Customer Support

This is a fully remote position, open to applicants in California, +16 more states.

📋 Description

• Oversee a remote team of Customer Support Specialists based in the US and Singapore while managing support tickets.

• Ensure the ongoing success of Unit21’s technical support team.

• Create enhancements for processes and automation.

• Diagnose issues related to detection models, alerts, case management, operational workflows, and file upload/download.

• Recognize bugs and feature requests.

• Offer best practices for detection models to minimize false-positive alerts and processing times.

• Relay and escalate requests to internal teams.

• Uphold Customer Support SLAs.

• Collaborate with Customer Success on customer communication, troubleshooting, and de-escalation efforts.

• Work alongside Product for feedback and feature requests.

• Coordinate with Engineering on bug resolutions and outages.

• Prioritize support tickets based on severity and timing of submission.

• Guide ticket escalations by providing context and severity levels.

• Conduct one-on-one meetings, performance evaluations, escalation support, and continuous feedback.

• Own and report on team metrics, which include first response time, engineering escalation rates, and resolution timing.

• Grasp customer issues and foresee ticket inquiries.

• Advance AI application within the support team and pinpoint AI skill-building opportunities.

• Streamline ticket handoffs across different time zones.

⛳️ Requirements

• Minimum of 1 year in a team lead or management role.

• At least 3 years in customer-facing positions, encompassing client services and technical support.

• Experience in technical support.

• Capability to troubleshoot Unit21 systems and comprehend technical concepts.

• Proficiency in articulating complex technical challenges using a human tone and customer-friendly language.

• Process-oriented mindset, which includes creating runbooks and utilizing metrics for decision-making.

• Focus on automation, including assessing ticket types and determining the best approach for AI solutions.

• Experience in knowledge management and enablement.

• Ability to collaborate with Customer Success, Product, Engineering, and other internal teams.

• Candidates must reside in the United States.

• Remote work is restricted to candidates located in CA, CO, GA, ID, IL, KS, MA, MD, MI, MN, NJ, NY, OH, OR, PA, RI, TX, or WA.

🏝️ Benefits

• Competitive salary.

• Pre-IPO equity.

• 100% company-covered medical, dental, and vision insurance for employees.

• Unlimited PTO and generous leave programs.

• 401(k) plan.

• Learning and development stipend.

• Support for home office setup.

• A high-ownership, collaborative culture centered on impact, innovation, and growth.