Global Software Support Manager

Intuition Machines uses AI/ML to build enterprise security products. We apply our research to systems that serve hundreds of millions of people, with a team distributed around the world.

If you enjoy working at scale with most demanding Customers worldwide, solving sophisticated technical problems and leading by example a highly technical, world-class Software Support Team, setting the bar for excellence with deep technology insight combined with exquisite personal qualities, this might be your ideal job. Our approach is simple: get the job done and leave positive impression of professionalism, commitment and excellence in everything we do.

As a Global Software Support Manager, you will join as a seasoned leader, taking responsibility for both SaaS technical support direction and execution (70%), as well as people leadership (30%) across our Global SaaS Customer Support organization, comprising both experienced Support Engineers as well as Customer Success Agents. You will ensure the health and continuous development of the Team, ensuring comprehensive approach to a competent, in-depth technical support. You will be responsible for hiring, developing and retaining top talent worldwide, enabling unmatched support capabilities for our bleeding edge hCaptcha product.

What will you do:

• Manage the customer support department’s day-to-day functions, including daily written updates to the team, and reporting on key metrics and team priorities.
• Manage the Internal Quality Score (IQS) program
• Ensure constant development for Standard Operating Procedures (SOPs)
• Conduct regular reviews and implement customer support processes to enhance customer satisfaction, and support quality and consistency
• Set measurable quarterly goals for the Support Team and provide weekly progress reports to the Director of Operations
• Monitoring trends in support requests in order to identify and characterize emerging bugs and general customer pain points
• Respond to escalated customer support issues; manage internal and external stakeholder expectations.
• Escalate issues to Engineering, Security or Product based on scope and potential impact.
• Optimize tools such as Zendesk, dashboards, and the internal knowledge base.
• Formulate and revise support policies and promote their implementation.
• Stay current on the Product Roadmap to understand customer impact and reduce potential disruption.
• Lead regular Support Team syncs, providing updates on everything from customer priorities to progress toward quarterly goals.

What we are looking for:

• Demonstrated track record of Technical and People leadership in previous roles in Software, Application or Tech Support of advanced SaaS products
• Web Frontend Development experience with web pages development background is a substantial plus
• SQL proficiency is required. Clickhouse, Apache Superset proficiency is a substantial plus
• Experience in software engineering with Python, JavaScript is a substantial plus
• Strong analytical thinking and eager to learn new technologies
• Prior experience with ticket management platforms automation / playbooks / scripting is a huge plus
• Excellent interpersonal, influencing skills, interacting appropriately with colleagues of many technical skill levels, remaining calm and courteous while working in a high-stress situation to resolve incidents.
• A self-starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external, technical and non-technical stakeholders.
• A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both Technology and business terms.
• Remaining calm and courteous while working in a dynamic situation to resolve incidents.
• A self-starter with an organized and methodical approach to problem solving through attention to detail
• Polite, pleasant personality with capabilities exceeding ego
• Excellent English written and oral communication skills are a must
• Master's degree in Computer Science or equivalent is a plus

What do we offer:

• Fully remote position with flexible working hours #Li-remote.
• An inspiring team of colleagues spread all over the world.
• Pleasant, modern development and deployment workflows: ship early, ship often.
• High impact: lots of users, happy customers, high growth, and cutting edge R&D.
• Flat organization, direct interaction with Leadership and all the teams.
• A unique chance of being a part of #hCaptcha revolution

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