Siro

Customer Support Manager

Siro

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

Visit company website
✨ AI Apply
Apply

Salary

💰 $125,000 - $150,000 per year

Job Level

Mid-LevelSenior

About the role

  • Serve as the primary point of contact for customer inquiries, handling complex technical and product issues
  • Maintain high standards for response time and resolution quality
  • Transform customer feedback into actionable insights for product and engineering teams
  • Act as the voice of the customer internally, advocating for user needs and pain points
  • Optimize our support tech stack for ticketing, knowledge management, and customer communication
  • Create comprehensive support documentation, including internal playbooks, customer-facing help centers, and FAQ resources
  • Establish KPIs and reporting frameworks to measure support effectiveness and customer satisfaction
  • Develop workflows and processes that can scale from hundreds to thousands of users
  • Analyze support ticket patterns to identify automation opportunities
  • Implement chatbots, auto-responses, and self-service solutions for common queries
  • Build and maintain a robust knowledge base that empowers users to find answers independently
  • Continuously optimize response templates and macros to improve resolution times
  • Partner with Product, Engineering, and Sales teams to ensure seamless customer experiences
  • Create feedback loops between support insights and product development
  • Coordinate with Marketing on customer communications and education initiatives
  • Train other team members on support best practices as the company scales

Requirements

  • 3+ years of experience in customer support, with at least 1 year in a leadership or system-building capacity
  • Proven track record of implementing support tools and automation solutions
  • Excellence in written and verbal communication, with the ability to explain complex technical concepts simply
  • Strong analytical skills with experience using data to drive decision-making
  • Experience with support platforms (Intercom) and modern automation tools
  • Commitment to being in-office in NY on Tues, Wed, and Thurs (per application form)