Support Manager

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

📋 Description

• Take full ownership of Archlet’s customer support experience from start to finish, ensuring prompt, high-quality, and empathetic assistance across all platforms.

• Serve as the main escalation point for intricate or significant customer issues, working closely with Product, Engineering, and Customer Success teams to facilitate quick resolutions.

• Develop, implement, and continuously enhance scalable support processes, workflows, SLAs, automation, and tools as the customer base expands.

• Utilize AI tools and automation to boost support efficiency, minimize manual tasks, and create a more intelligent support experience.

• Transform support into enablement by proactively educating users through training sessions, best-practice guidance, and in-app support.

• Take charge of and continuously refine the Help Center and FAQs to ensure preparedness for new features and releases, decrease ticket volume, and promote self-service.

• Recognize recurring issues, product friction, and customer feedback, converting them into actionable insights for Product and Engineering teams.

• Work closely with Customer Success, Solution Consultants, Sales, Product, and Engineering to ensure a seamless customer experience from onboarding to daily use.

⛳️ Requirements

• Over 3 years of experience in supporting enterprise procurement software or procurement-related SaaS products.

• Demonstrated experience in owning or significantly contributing to a customer support function within a scaling organization.

• Strong customer empathy with the capability to remain calm, organized, and solution-focused in high-pressure environments.

• Experience in designing and optimizing support operations, encompassing workflows, SLAs, automation, and reporting.

• High interest in AI technologies with a willingness to deeply understand how AI-driven systems operate, interact, and can be utilized to enhance customer support and product usage.

• Exceptional written and verbal communication skills, able to clearly explain complex subjects to customers.

• Proficiency in English; additional languages such as German, French, or Spanish are advantageous.

• Experience with Intercom or similar tools is a significant plus.

🏝️ Benefits

• High autonomy

• Minimal bureaucracy

• Regular team events