Archlet

Manager

• Own Archlet’s customer support experience end-to-end, ensuring fast, high-quality, and empathetic support across all channels.
• Act as the primary escalation point for complex or high-impact customer issues, coordinating closely with Product, Engineering, and Customer Success to drive swift resolution.
• Design, implement, and continuously improve scalable support processes, workflows, SLAs, automation, and tooling as the customer base grows.
• Leverage AI tools and automation to enhance support efficiency, reduce manual effort, and create a more intelligent support experience.
• Turn support into enablement by proactively educating users through trainings, best-practice guidance, and in-app support.
• Own and continuously improve the Help Center and FAQs to ensure readiness for new features and releases, reduce ticket volume, and enable self-service.
• Identify recurring issues, product friction, and customer feedback, translating them into actionable insights for Product and Engineering.
• Collaborate closely with Customer Success, Solution Consultants, Sales, Product, and Engineering to ensure a seamless customer experience from onboarding through daily usage.

Support Manager