Responsibilities
- Lead the hiring and supervision of Level 1 and Level 2 support staff
- Guide support team members through ongoing training and development
- Design, implement, and maintain customer support workflows, systems, and customer interactions
- Act as the internal advocate for customers by representing their needs and concerns
- Engage directly with clients to diagnose, replicate, and resolve advanced technical problems
- Train users on optimal usage practices to maximize product and service benefits
- Evaluate and generate reports on customer data and recurring support issues
- Collaborate with engineering teams to influence product improvements based on user feedback and frontline experience
- Create and maintain internal and public knowledge resources to support ongoing operational enhancements
- Enhance product maintainability by testing upcoming features and building scalable support automation tools
- Deliver customer support during regular business hours and outside hours as part of a rotating on-call schedule
Work Arrangement
Remote — London
Other
Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis
