Senior Technical Support Manager - Product Support

December 6

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Cognigy

WebsiteLinkedInAll Job Openings

natural language processing • Enterprise artificial intelligence • machine learning • dialogue and chat systems • multi channel AI

51 - 200 employees

Founded 2016

🤖 Artificial Intelligence

🏢 Enterprise

📡 Telecommunications

💰 $15M Series B on 2022-02

Description

• About Cognigy: Revolutionizing the customer service industry using advanced AI technology. • Senior Technical Support Manager will transform Cognigy’s customer support function for optimal performance. • Responsible for creating a robust support structure and driving team toward 100% SLA adherence. • Lead the technical support team, ensuring member alignment with performance and SLA targets. • Set clear goals, KPIs, and performance standards to ensure accountability. • Mentor team members and create a positive culture of ownership and continuous improvement. • Establish efficient support processes to improve response and resolution times. • Standardize workflows for consistency and quality. • Monitor SLA adherence and improve key support metrics.

Requirements

• 5+ years in customer support or service delivery roles, ideally within SaaS or technology industries. • Proven track record in managing a technical support team, with a strong focus on SLA improvement and customer satisfaction. • Strong leadership and interpersonal skills, with experience in building and developing high-performing teams. • Excellent organizational and process management skills, with a focus on continuous improvement and efficiency. • Proficiency in support software and analytics tools and familiarity with KPI tracking. • Dynamic, process-driven leader eager to make an impact

Benefits

• Attractive and performance-oriented salary • Company Pension Scheme • 25 days paid leave, plus 5 floating days, plus public holidays • Unique opportunity to help build and shape the company, with little hierarchy • Flexible working options • Colleague recognition, reward and celebration events • Global Employee Assistance Program • ClassPass membership, giving you access to a variety of fitness and wellness experiences • Ongoing learning and development opportunities, including LinkedIn Learning • One paid ‘Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice • Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more