Senior Customer Support Manager
Join the Revolution at Leonardo.Ai!
Leonardo.Ai is an Australian tech startup. Our mission is to unleash the world's creativity with its groundbreaking AI-powered platform. Almost 2 years after our software launched, we've quickly grown to over 20 million users worldwide.
The Role:
The Senior Customer Support Manager is a strategic leader responsible for managing and scaling a high-performing customer support team for Leonardo.Ai’s B2B and B2C suite of products. This role ensures that customers receive exceptional, timely, and empathetic support while driving operational excellence and aligning support processes with the overall business strategy. The role is pivotal in fostering a customer-first service culture, leveraging insights to improve products, and maintaining customer satisfaction and loyalty.
What you'll do:
- Leadership and Development: Build, lead, and mentor a world-class support team, fostering a culture of collaboration, accountability, and continuous learning. Recruit and retain top talent while implementing structured training and professional development programs for support staff.
- Customer Advocacy and Internal Collaboration: Act as the voice of the customer within the company, sharing insights and trends with product, engineering, and leadership teams to drive product and service improvements.
- Process Optimisation: Design and implement scalable support processes, tools, and systems, ensuring efficiency and consistency as the company grows. Identify and analyse support metrics to improve response times, resolution rates, and overall customer satisfaction.
- Proactive Customer Engagement: Develop proactive strategies to address common customer challenges, including preemptive guidance, resources, and support. Oversee strategic rollout of self-service solutions like a knowledge base, FAQs, and chatbot integrations to enhance user autonomy.
- Reporting and Metrics: Monitor key support KPIs (e.g., First Response Time, CSAT, and Ticket Resolution Time) and present insights to leadership to guide strategic decisions. Own support-related dashboards and reporting tools, driving data-backed choices to improve performance.
Key KPI and Measurements Include:
- Retention and Loyalty Impact: Analyse the correlation between support quality and customer retention or expansion.
- Support Team Efficiency: Measure support tickets handled per agent, agent utilisation rates, and other productivity metrics.
- Self-Service Utilisation Rate: Track and increase the percentage of customers using self-service resources.
- Customer Satisfaction Score: Maintain high satisfaction levels for support interactions across all channels.
- First Response Time: Optimise the average time to first response for all support tickets.
- Resolution Time: Decrease the average time taken to resolve customer inquiries while maintaining quality.
Skills we like:
- Support Leadership: Proven experience managing customer support for SaaS or technical products.
- Experience Scaling Support Operations: Demonstrated ability to build and scale support functions in a high-growth environment.
- Track Record in Customer Advocacy: Skilled in capturing and leveraging customer feedback to influence product and service decisions.
- Metrics-Driven Approach: Experience in using KPIs to monitor and optimise support team performance and customer satisfaction.
- Familiarity with API integrations: Hands-on coding skills on basic API integration is highly preferred.
- Familiarity with setting up support tools: Hands-on setting up support workflows, reporting, and specifying requirements to engineering teams is highly preferred.
- Proficient with SaaS support tools: Comfortable with Zendesk, Intercom, or Freshdesk, as well as CRM platforms.
What's in it for you?
A range of benefits to set you up for every success in and outside of work. Here's a taste of what's on offer:
- Impact the future of AI
- Reward package including equity - we want our success to be yours too
- Inclusive parental leave policy that supports all parents & carers with 18 weeks paid leave
- An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
- Flexible leave options that empower you to be a force for good, take time to recharge and support you personally, including remote working abroad
- Support with your professional development
- Fun and engaging company events, both virtual and in-person
- 20 days annual leave
- Novated car leasing
We're committed to building a diverse, safe and inclusive environment where employees can be authentic and teams collaborate effectively to bring innovative ideas to life.
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