Manager, Customer Support

Elastic, the Search AI Company, is looking for a Manager of Customer Support to lead a globally distributed team of Customer Support professionals. The role involves guiding the team in resolving customer inquiries related to billing, account access, and Marketplace integrations while driving strategic initiatives and ensuring world-class service delivery.

Responsibilities:

• Leading a team of non-technical customer support representatives (providing guidance, career development assistance) who are responsible for resolving customer questions and issues related to billing, account access, Marketplace integrations, and more
• Ensuring customer issues are resolved within our committed service level agreements
• Working cross-functionally with various business units and partners, like finance, development, and account management, through both routine and escalated situations
• Maintaining strong relationships with our customers for the delivery of support
• Driving critical metrics to ensure world-class service delivery and continually setting the standard
• Ensuring continuous improvement, in terms of efficiency of support processes and customer satisfaction, through innovation and a customer self-service mindset

Requirements:

• 2+ years of proven leadership experience in a technical environment
• Knowledge in fields like SaaS and Cloud
• Exposure to billing or administrative systems and/or responsibilities
• Strong verbal and written communication skills
• Experience working with small and geographically-dispersed remote teams
• A customer-first focus
• Experience with SaaS and/or distributed systems
• High-level technical understanding of software products
• You are a great teammate; with a positive and adaptable approach
• Curiosity is key! You have already researched our products and company