Published on
Oct 10, 2024
Tech Support Manager
Contract
Remote
The Role:
We are looking for an experienced Tech Support Manager to join Koodall’s team. You will be a perfect candidate if you are a problem-solving enthusiast who thrives in a dynamic environment and enjoys leading a team to deliver exceptional technical support. As a Tech Support Manager, you will play a key role in managing our support operations, ensuring that our clients have a seamless experience with Koodall's innovative multimedia and entertainment solutions.
Location: We are flexible with location, preferring candidates from Boston, Providence, or New York, but are open to virtual remote positions.
What we are looking for:
+5 years of experience in technical support or IT support roles, with at least +2 years in a managerial position.
Strong background in SaaS or technology-focused companies.
Proven experience in leading a tech support team, with a focus on excellent customer service.
Deep understanding of troubleshooting principles, technical issue resolution, and customer satisfaction.
Strong communication skills, with the ability to explain technical concepts to both technical and non-technical users.
Upper-intermediate English proficiency.
Nice-to-have:
Experience with CRM and support ticketing systems, preferably HubSpot.
Knowledge of multimedia software, AI-driven solutions, or AR technology.
Background in the multimedia, entertainment, or content creation industries.
Responsibilities:
Lead, manage, and develop the tech support team, ensuring timely and effective resolution of customer issues.
Establish support processes and best practices to enhance the efficiency of the team.
Monitor and analyze support performance metrics, identifying areas for improvement and implementing corrective measures.
Collaborate with the product and development teams to address customer feedback and improve Koodall’s solutions.
Train and mentor team members to develop their skills and knowledge, fostering a culture of continuous learning.
Act as a point of escalation for complex technical issues, ensuring that they are resolved promptly and to the customer’s satisfaction.
Your benefits with Koodall:
Be part of an innovative community: Join a team dedicated to revolutionizing the multimedia and entertainment industry with cutting-edge AI technology.
Make an impact: Lead a team that plays a crucial role in shaping the customer experience and driving product success.
Growth opportunities: Advance your career with plenty of opportunities for professional development within a fast-growing tech company.
Flexibility: Enjoy a role that offers the freedom to work remotely while managing a global support team.
Ownership: Take charge of Koodall’s tech support strategy and build a support organization that delivers outstanding results.
Koodall is redefining the multimedia and digital marketing landscape, and we need a Tech Support Manager who can lead our support team to excellence. If you're ready to make an impact and help us deliver world-class support, we’d love to hear from you!
