team@haut.ai
CUSTOMER SUPPORT MANAGER
We are looking for a talented and motivated Customer Support Manager who will help us to build a scalable Customer Support function and ensure customer success and satisfaction.
Who are we looking for:
  • You are someone who is passionate about servicing customers;
  • You guarantee customer satisfaction, product quality, and ongoing customer success;
  • You ensure service levels are met and support quality is exceeded while being an important driver for product improvement;
  • You participate in customer-facing calls communicating progress updates, action plans, and resolution steps;
  • You coordinate root-cause analysis and fixes for complex issues and customers while being necessary for providing a consistent quality experience, bringing new and improved support methodologies to products.

Responsibilities:

  • Take care of all requests from customers: track, ensure timing, answers, status update;
  • Make and maintain knowledge database and FAQ (Confluence and Gitbook);
  • Write guidelines and manuals for customers;
  • Communicate with the technical and business development team;
  • Build and develop customer support functions;
  • Take care of all requests from customers: track, ensure timing, answers, status update;
  • Make and maintain knowledge database and FAQ (Confluence and Gitbook);
  • Write guidelines and manuals for customers;
  • Communicate with the technical and business development team;
  • Build and develop customer support functions, Introduce and apply performance metrics to evaluate and improve customer support operations.

Requirements:

  • 2+ years of experience in IT industry as Customer Support Specialist;
  • 2+ years experience of building and managing Customer Support function in IT company;
  • Solid expertise with Jira and Jira Service Desk;
  • Expertise in developing and applying performance metrics to measure effectiveness of customer support;
  • Experience in running 24x7 support operations and with teams across multiple locations will be an added advantage;
  • Experience of writing technical and user documentation;
  • Communicating with customers over Jira Service Desk, emails and calls;
  • Excellent English (verbal and written);
  • Understanding of API, web applications and cloud computing concepts.

Tools we use to work efficiently
Atlassian Jira & Confluence, Slack, GitBook, Miro, Google Docs/Sheets

What we offer
Unique and fascinating opportunity of building the Customer Support function for a leading company in AI for skin care and health in the world. This means freedom in experimenting, brainstorming, and multiple new technologies to try and test.

What's more?
● Competitive salary depending on experience and performance based annual bonus;
● Office in Tallinn headquarters or remote work (from home);
● Friendly, creative, and cohesive team
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