Senior Manager, Support

Austin, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Social Care, Healthcare, Government, Education, BiotechnologyIndustries

Requirements

Candidates must have over 10 years of experience in technical support with direct customer interaction and over 7 years of experience leading support teams and operations. Experience managing a service management system like Jira or Zendesk is required, along with current Python/SQL experience or related skills. Excellent written and verbal communication skills are essential, and familiarity with Jira, Git, and/or Google Cloud Platform is a plus.

Responsibilities

The Senior Manager, Support will lead and develop a team of Tier 1 and Tier 2 analysts and engineers, cultivating a culture of continuous improvement. They will collaborate with Customer Success and R&D teams to troubleshoot and resolve technical issues, acting as the leader of the Support function for customer discussions. Responsibilities include managing work queues, driving projects to resolution, developing and implementing operational process improvements, and improving processes through tools and automations to enhance turnaround times and quality.

Skills

Technical Support

Customer Success

Product Support

Issue Investigation

Code Changes

Operational Leadership

Team Leadership

Problem Solving

Root Cause Analysis

Scalable Solutions

Findhelp, A Public Benefit Corporation

Connects individuals with social care resources

About Findhelp, A Public Benefit Corporation

findhelp's main product is a proprietary technology that intelligently connects individuals with community-based organizations, streamlining access to social care resources. The technology ensures fast and reliable access to resources while prioritizing privacy and dignity.

3616 Far W Blvd 117 454, Austin, TX 78731, USAHeadquarters

2010Year Founded

$54.3MTotal Funding

SERIES_DCompany Stage

Data & Analytics, Social ImpactIndustries

51-200Employees