Technical Support Manager

Phenom Intro:

Phenom is an AI-powered Talent Experience Platform dedicated to helping a billion people find the right work. As a product-based HR tech company, Phenom provides AI-driven solutions to attract, engage, and retain talent. Their platform enhances hiring efficiency through automation, machine learning, and data-driven personalization, benefiting candidates, recruiters, employees, and managers.

Headquartered in Pennsylvania and founded in 2010, Phenom has grown into a global organization with over 1,500 employees and offices in six countries. Serving industries like healthcare, retail, and technology, Phenom offers AI-driven career sites, recruitment marketing, chatbot-assisted interactions, and workforce development solutions. As an HR tech unicorn, Phenom is committed to innovation, creating seamless talent management experiences for enterprises worldwide.

Description:

Phenom in its quest to provide great customer experience are looking to build a diverse, creative and highly collaborative team across the world for our global customers. We are passionate of the products we build and guide our customers to success. Our team is constantly evolving, highly adaptable and challenging ourselves to innovate and excel.

We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up-to-date on industry products and trends, and train staff accordingly.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

What You'll Do:

• Managing the customer support department’s day-to-day functions.
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Managing the budget of the customer support department.
• Understanding our platform, technologies (including frontend and backend architecture) and troubleshooting for customer adoption challenges.
• Own and resolve all issues with a high standard of professionalism. Effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems.
• Solve problems (at different levels), involving broad, in-depth product knowledge or in-depth product specialty; this may include support and knowledge of other products.
• A natural problem solver that applies in-depth troubleshooting and debugging skills. Reproduce issue, triaging and debugging code and engaging effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively.
• Suggest and implement improvements to internal processes and tools.
• Collaborate with Technical Support, Site Reliability, Instance Automation, Product Management, Development to resolve issues by applying excellent technical, and interpersonal skills to build solid cross-functional relationships.
• Utilize knowledge base articles as a resource to solve customer issues. If none exists, extensively research and document them as Knowledge Base articles as appropriate.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas. Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Escalation Engineers resolve technically complex mission critical hot customer issues and maintain ownership of issue until resolved completely. Need to acquire and coordinate resources from other groups to resolve. Lead triage meetings customer expectations devising the action plans.
• Have the flexibility and desire to work different shifts required to accommodate the needs of the global customers.

What You've Done:

What we need to have in this role:

• Educational background focused on Computer Science, or similar technical disciplines.
• Proven experience as a customer support, preferably within a similar environment.
• Thorough knowledge of legislation pertaining to consumer protection.
• Prior experience in a managerial or supervisory role .
• Top-notch oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our company's values.

Benefits:

• We want you to be your best self and to pursue your passions!
• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Diversity, Equity, & Inclusion:

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed. We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

Shifts:

We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing might change based on business requirements)

• AMER hours - (EST - 5.30 PM/ 6.30 PM IST or PST - 9 PM/ 10 PM IST onwards depending on Daylight Savings Time)
• EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Daylight Savings Time
• APAC hours - 5.30 AM IST onwards

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Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!