Manager, Support

BitTitan ,
London, Greater London
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Overview

Job Description

BitTitanempowers IT professionals to properly assess, deploy, and manage technology solutions in a cloud-first world. We have successfully delivered IT software solutions to more than 6.5 million end users across 31,000 customers in 155 countries. We share a global commitment to providing our customers with agile tools that meet the needs of active managed services providers. Our mission is to build a platform where businesses discover, implement, and manage a vast collection of IT services through automation. We are empowering our customers to be more profitable in the cloud era. Quick overview: The Manager, Support is responsible for the process, quality and management of resources driving the response to customer inquiries. In this job, you will: * Hire great talent that adds to our culture * Inspire a positive and can-do attitude to tackle any problem in front of them * Retain the best by providing constant feedback, coaching, and motivation * Exhibit and inspire the highest levels of customer empathy and curiosity * Demonstrating and instructing how to meet and communicate with the customer where they are at. * Manage customer communications and expectations to resolve their issues and questions effectively and efficiently * Facilitate and demonstrate effective and documented reproduction and problem identification * Actively evaluate staffing levels, methods, and communications strategies to ensure quality and timely execution of responses * Facilitate and orchestrate training to increase the breadth and scope of knowledge to assist customers * Drive and manage resources to achieve performance measures while delivering the highest level of customer satisfaction * Execute red-to-green improvement plans change targeted metrics ultimately moving the impact goals. We would love to speak with you if you have: * 4+ years of management experience in Customer Success, Support, or related disciplines for a global B2B tech, SaaS or enterprise software business * Bachelor's degree required in an appropriate field of study. * Experience building and managing a high performingglobal 24/7 Customer Support teamthat consistently meets it SLAs and KPIs. * Has been part of a successful leadership team in a scaling, start-up environment. * Knows both their customer's success metrics and those of the department * People person: Loves working with people and providing top tier customer support to solve problems, teaching and training, and has examples of making a customer wildly successful. * Proven track record of adding value to multiple teams. Will work cross-functionally to help make customers be more successful. * Present and communicate value, influence decision making, and convey credibly at all levels of the organization including the executive level. * Proven track record of identifying customer pain points, uncovering additional revenue opportunities, and showing empathy to those they work with * Ability to manage multiple projects and activities at a time while paying strict attention to detail and deadlines. * Track record of identifying issues and finding creative ways of solving the problem with positive outcomes. * Inspire others' commitment to their work and organizational excellence * Technology and systems: Comfortable with the following software: Zendesk, JIRA, Microsoft, Salesforce * Verbal and written fluency in English required Bring your experience, your talent, your creative energy, and meet a diverse group of people who work together and build software that aims for the cloud. We have a unique culture that is collaborative, customer centric, professional, and encourages hard work with a layer of fun that keeps us in balance. Join the team that makes a positive impact on the future of IT services automation... you're going to love it! AtBitTitan, Inc.we don't just accept difference-we celebrate it, we support it, and weembrace it for the benefit of our employees, our partners, and our community. We arecommitted to equalemployment opportunity and diversity. #LI-TN1

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