The role
We are looking for an App Support manager to join us and lead our global support team across our Protection Platform and Decision Platform products.
ResponsibilitiesYou will lead our App Support team, with members located in the UK, Singapore and Australia. You will oversee ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.
You will lead and develop the team, helping coach and grow our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.
You will represent Support as an enablement team; working closely with Product, Customer Success and Engineering teams to ensure great customer experience whilst operations remain standardised, streamlined and efficient.
You will own our incident process, creating and maintaining the definitions, catalogues and alerting in Incident.IO.
You will be a member of the Operations management team, making decisions that help us execute against the strategy, as well as deciding where to make investments in our Support Model.
You bring fresh perspective on Support, leveraging your experience and new technologies to improve our responsiveness to customers, boost productivity and build out a best-in-class SaaS support operating system.
Type of Person Who Fits the RoleYou are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.
You are technically literate with solid expertise in building and updating workflows, reports and dashboards in Service Management tooling.
You are familiar with AI tools and have used them to optimise workflows or make knowledge management more extensible.
You thrive on solving customer and operational problems and can move easily between high-level and low-level details, using experimentation to help your decision-making.
You have a growth mindset, respectfully challenge the status quo, and continuously seek to improve yourself and your team. You actively give feedback in a way that builds strong relationships with peers and thinks iteratively, using experiments and data to drive decisions.
You thrive in a fast-paced environment with large amounts of uncertainty, and you are comfortable working to transform an organisation, accepting that everything is not working perfectly today.
Essential Requirements