Support and Education Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of Customer Experience Representatives.

• Supervise daily support operations to guarantee prompt and high-quality customer assistance.

• Track and enhance CSAT, first response time, resolution time, SLA compliance, ticket backlog, support efficiency, and self-service adoption.

• Detect trends and initiate process improvements.

• Establish scalable support processes to facilitate organizational growth.

• Create and maintain a detailed knowledge base.

• Develop customer-facing documentation, FAQs, and communications about releases.

• Design educational materials and training resources for site coordinators, patients, sponsors, and internal teams.

• Explore opportunities for customer communities and peer-to-peer learning.

• Assess and enhance the effectiveness of self-service options.

• Identify repetitive support workflows suitable for automation.

• Collaborate with internal teams to integrate AI-powered support functionalities.

• Enhance customer journeys via automation and workflow optimization.

• Evaluate the impact of automation on ticket volume reduction, operational efficiency, and customer satisfaction.

• Maintain regular interactions with Product and Engineering teams.

• Highlight bugs, usability concerns, and recurring customer challenges.

• Analyze support trends to uncover opportunities for product enhancements.

• Advocate for roadmap investments aimed at reducing customer effort and support demand.

• Collaborate on feature launches, release preparation, documentation, and customer communications.

⛳️ Requirements

• Proven experience leading customer support, customer experience, or technical support teams within a SaaS or technology setting.

• A strong passion for crafting exceptional customer experiences and facilitating customer success.

• Demonstrated effectiveness in enhancing operational performance through process improvements, automation, and scalable support methodologies.

• Experience in developing customer education, knowledge management, documentation, or self-service initiatives.

• Excellent analytical and problem-solving capabilities.

• Ability to discern trends and convert data into actionable insights.

• Experience working collaboratively across functions with Product and Engineering teams.

• Outstanding communication and relationship-building abilities.

• A mindset geared towards continuous improvement, with a focus on addressing root causes.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and vision coverage.

• Flexible working hours and the option for remote work.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive work environment that encourages innovation.

• Employee wellness programs and initiatives.