Product Support Manager

1 month ago

London, United Kingdom Oktopost Full time

We enable B2B marketers to fully manage and optimize social media to drive their businesses forward in a scalable and measurable way. Leading B2B organizations all over the world such as ACI Worldwide, Snowflake, and Fujitsu are using Oktopost to improve and understand their social presence in order to make better business decisions. As a Product Support Manager at Oktopost, you will manage the Product Support Specialists to uphold the company SLAs while delivering fanatic first and second-level customer support.
Manage a small team of global product support specialists
Ensure that the support team is in compliance with the company’s support SLA
Flexibility in availability to meet customer needs, support the team, resolve issues promptly, and uphold service standards
Develop the product help center to improve self-service support
Develop and improve internal processes to accelerate support quality and response times
1-2 years of experience in a management role
~ At least three years of experience working in a SaaS company in customer-facing or support roles
~ Basic proficiency in JavaScript and HTML - a plus
~ Experience in debugging API-related issues and log analysis - a plus
~ Passion for customer service

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