Customer / Technical Support Manager

  • Full Time Job
  • Remote

Spidertracks, is an industry leader in aircraft tracking, safety and fleet management solutions for commercial aviation. Join us now, us as we build a modern SaaS suite of products, helping our global aviation customers to ensure the safety and efficiency of their aircraft, crew and passengers; in doing so you will help save lives. If you seek mastery of your craft, have a curious mind and a healthy disrespect for the status-quo, then Spidertracks is for you!

Role Description

This is a hands-on role within a small team where you will be managing global operations for customer support. Key objectives are to ensure we meet our SLA's, that our customers are receiving an adequate and efficient experience when engaging with us, such that we remain within their threshold of acceptance, and for buffering our development team from tier two and three issues.

Additionally, this role will have cross-functional responsibilities working within our engineering and product teams to prioritise and 'own' escalated issues through to resolution.

The right person will have passion and empathy for the customer, a data driven mindset, and proven ability to lead high performance teams.

You will have 3 key attributes:

Customer focus – ensuring that customers are satisfied with the service they are receiving and that the support team provides quick and effective troubleshooting
Technical competence – the ability to use a range of tools and techniques to dive into technical details that may underlie an issue

Engineering mindset - an ability to source data and apply engineering principles in processing, interpreting and communicating coherently across the business

  • Lead, mentor and care for our 2 customer support agents internationally distributed.
  • Ensure 24x7 coverage and effective management of incoming support requests.
  • Ownership of customer facing issues through to resolution.
  • Take the lead as the primary communicator on customer issues and link between stakeholders and teams.
  • Lead issue triage, investigation, escalation and prioritisation, working as part of the safety engineering team. Weighing priorities according to the needs and objectives of customers and business stakeholders.
  • Represent the voice of the customer within the safety engineering team, act as the primary liaison to support the team in timely resolution of issues.
  • Manage the creation and maintenance of self-help and training content.
  • Be a vocal customer and product champion; become a product, customer and domain expert.
  • Define, track, and report success metrics.
  • Experienced in support management for software solutions. At least 3 years experience in a support role and 1 year in a relevant leadership role.
  • Proven experience in managing, building, and developing teams.
  • Experience in working closely and effectively with software development teams.
  • We use Hubspot so experience in this is preferred, or similar CRM system.
  • Excellent communication skills and the ability to stay calm under pressure.
  • Growth mentality with ability to drive a learning culture.
  • A critical thinker who is able to create clarity in complex business situations.
  • Broad technical skills to be able to investigate issues with software data systems and administer support systems.
  • Ensure simplicity is practised in all demands of the role, where “it just works” for our customers.
  • Work in a cycle of continuous improvement, becoming better tomorrow than you were today in striving for excellence.
  • Courageously seek regular discomfort doing what’s right, over what’s easy.
  • Demonstrate a high-level of empathy, being open-minded to other perspectives, taking a walk in their shoes.
  • Lead by curiosity learning what you do not (yet) know.
  • A competitive salary with the addition of birthday & volunteering leave
  • A people that are passionate about your growth & development, co-creating a clear career path
  • A remote-first culture, flexible working hours & location, with access to an environmentally friendly, city-fringe hub if desired
  • A health programme that places equal importance on mental and physical health
  • Genuine, humble folk who share the same vision, values & purpose
  • A culturally varied team, boasting 14 different nationalities to collaborate from