Auditoria.AI · 1 day ago

Support Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Artificial Intelligence (AI)Finance

Hiring Manager

Alice W.

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Responsibilities

Provide expert-level support and guidance for issues to resolve customer inquiries effectively and efficiently.

Oversee day-to-day support operations, ensuring timely and high-quality responses to customer queries across channels.

Define, monitor, analyze, and report on key performance metrics (response time, resolution time, productivity, CSAT, NPS, etc.) to assess and improve service levels.

Develop/maintain processes, operating procedures, FAQs, and AI-driven support tools (chatbots, automated response systems, knowledge base creation, etc.) that enhance and streamline support engineer productivity and customer satisfaction.

Continuously evaluate and optimize the use of AI in support, ensuring the balance between automation and human touch for complex inquiries.

Have knowledge and proactively mature support practices to align and support regulatory compliance mandates around customer data security and privacy.

Develop and maintain a deep understanding of the Auditoria platform, its features, and its applications for our customer end users in the Office of the CFO.

Maintain and update a comprehensive knowledge base to empower customers and the support team with self-service options and technical resources.

Collaborate with product and engineering teams to stay current on product updates and ensure the support team is trained on new features and improvements.

Work closely with customer success, product, and engineering teams to identify recurring issues and enhancement requests.

Lead root-cause analysis for critical incidents and outages, communicating resolutions and updates to customers promptly and professionally.

Assist with recruiting, training, and developing a skilled, high-performing support team that delivers an outstanding customer experience while meeting SLAs.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS support experienceGenerative AI knowledgeSupport platforms SalesforceSupport platforms ZendeskAccounts receivable knowledgeAccounts payable knowledgeSaaS platforms knowledgeData analysis skillsAI-driven support solutionsGoogle Workspace / O365JIRA knowledgeConfluence knowledgeNotion knowledgeWorkday Financial ManagementCustomer satisfaction focusExcel proficiencyTechnical triaging skills

Required

Bachelor’s degree in Computer Science, Business, or a related field; advanced degree or certifications in AI, machine learning, or fintech are a plus.

5+ years in a support role, ideally within SaaS, AI, or fintech environments, with at least 1 year in a leadership position; hands-on experience in a direct support role, working in a highly fast-paced startup environment.

Strong practical knowledge of Support platforms (Salesforce, Zendesk, etc.) to be able to configure and maintain the Support platform and build metrics and dashboards.

Working knowledge of SaaS platforms, Google Workspace / O365; knowledge of JIRA, Confluence, Notion.

Proven track record of driving customer satisfaction and advocacy, with excellent problem-solving and technical triaging skills.

Ability to analyze data and KPIs to identify trends, measure success, and make data-driven decisions. Expertise with Excel and other data analysis applications is a plus.

Excellent verbal and written communication skills, with the ability to translate complex technical issues into customer-friendly language in consumable formats.