Support Manager

📋 Description

• • As a Support Manager at Ben Technologies Inc., you will be at the forefront of shaping and elevating our customer support operations, driving efficiency, and championing an AI-first approach to deliver unparalleled customer experiences. This pivotal role is designed for a dynamic leader who thrives in a hybrid "player-coach" environment, blending strategic oversight with hands-on team management and direct contribution.
• • Your primary mission will be to ensure our support function operates at its absolute peak. This involves the strategic development and implementation of data-driven initiatives aimed at continuously improving support efficiency and effectiveness. You will be responsible for creating, monitoring, and analyzing key performance metrics, transforming raw data into actionable insights that inform critical decision-making and guide the team towards optimal outcomes.
• • A significant aspect of your role will be to champion and integrate AI-first adoption techniques. This means exploring and implementing innovative ways to leverage artificial intelligence to streamline support processes, enhance the speed and quality of customer interactions, and ultimately elevate the overall customer journey. You will be instrumental in guiding the team through this technological evolution, ensuring they are equipped with the skills and tools to harness the power of AI.
• • You will lead, mentor, and develop a dedicated team of 6 or more support professionals. This includes fostering a supportive and growth-oriented environment, providing regular coaching, identifying development opportunities, and empowering each team member to reach their full potential. Your leadership will be crucial in building a high-performing, motivated, and cohesive support unit.
• • Strategic capacity planning and workload management will be core responsibilities. You will develop and execute robust strategies to ensure optimal resource allocation, preventing burnout and maintaining service levels even during peak periods. This requires a proactive approach to forecasting needs and aligning resources accordingly.
• • Building and nurturing strong relationships with key internal stakeholders across product, engineering, and other departments is essential. You will act as a powerful advocate for the customer, translating their feedback and needs into actionable insights that influence product development and strategic company decisions. Amplifying the voice of the customer will be a key measure of your success.
• • You will be the point person for managing critical incidents, ensuring swift and effective action plans are deployed to mitigate issues and maintain the health and stability of our support operations. This requires a calm, decisive approach under pressure and a commitment to rapid resolution.
• • A crucial part of your role involves translating the overarching company vision, OKRs, and specific business requirements into concrete, actionable support strategies. You will ensure that the support team's efforts are directly aligned with the company's broader goals, contributing meaningfully to its success.
• • This role offers a unique opportunity to make a tangible impact on customer satisfaction and loyalty, directly contributing to the company's mission of creating a world where everyone receives the support they need to live life to the fullest. You will be empowered to innovate, experiment, and drive meaningful change within a fast-paced, forward-thinking organization.