Key skills
Global Support managementSelf-Service strategiesAI solutions in SupportCross-functional communicationCustomer experience focusCoaching engineersImproving Support processesFostering team cultureMonitoring KPIsFacilitating knowledge sharingAICommunicationCollaboration
About this role
Posit PBC is a Public Benefit Corporation focused on creating free and open-source software. They are seeking a Manager, Customer Support to lead and improve the support experience for customers, guiding a team of engineers and enhancing customer interactions through feedback and collaboration.
Responsibilities:
- Guide day-to-day support functions
- Coach engineers on their career development
- Improve Support processes for the benefit of the customer and the team
- Foster a collaborative and open team culture
- Increase automation and deflection based on analysis of tickets
- Monitor and improve KPIs
- Facilitate knowledge sharing and training
- Setting direction for the entire team and fostering a culture of psychological safety, technical excellence, and continuous improvement
- Creating team-wide processes that allow us to scale by identifying, clarifying, and completing projects and customer engagements, and sharing knowledge across the team
- Communicating with other teams across the company to ensure they are aware of what Support is doing and planning, and vice versa
Requirements:
- Proven experience managing a Global Support organization
- Good understanding of Self-Service strategies and their implementation
- Experience with AI solutions in Support‘s daily activities and processes
- Customer experience-focused
- Experience in cross-functional work and communication, focusing on improving customer experience and product quality