Tehcnical Customer Success Manager

We are looking for a Customer Support Lead with 2-5 years of experience in customer support or technical support in the SaaS industry. The role will be hands on with the opportunity to grow into a team lead (opportunity to grow into a global TL).

About you: The ideal candidate will have a few years of experience in customer support or a technical support team, in addition to experience as an individual team member managing tickets and ticketing queues. The individual has a customer-centric mindset with a passion for customer support, and is excited by achieving high performance KPIs with queue management (e.g., reducing ticket close times, driving higher CSAT, etc.).

Responsibilities:

• Own our Customer Support ticketing queues, where you’ll provide support to requesters and suppliers in a timely manner with high quality and a customer centric approach
• Act as a main point of issue escalation for complex customer problems, troubleshoot issues, and resolve them in a timely manner
• Triage and manage incoming customer support tickets in the queues, this role will spend time both addressing tickets individually and managing the team
• Collaborate with all cross-functional teams, including product and engineering, to report and resolve technical issues.
• Continuously improve processes and workflows to enhance team efficiency, performance, and customer satisfaction (CSAT).
• Develop and maintain knowledge base resources and documentation for internal use, including training and customer support process documentation.
• Monitor and improve customer support metrics and KPIs to identify trends, opportunities for improvement, and ways to improve the customer experience.
• Collaborate with the revenue, operations, legal, and implementation teams to ensure stellar post-onboarding experience for new customers.
• Support customer onboarding through working with their technical instance and ensuring a smooth implementation.
• Document all customer interactions and resolutions in our different systems.
• Perform as a technical knowledge instance within the customer success team - Responsible for internal trainings, demo’ing new features internally and externally.
  
  

Requirements:

Specific qualifications & requirements:

• 2-5 years of experience in customer-facing roles, including but not limited technical support in the SaaS or life science industries
• Passionate about a customer and technical support career
• Strong technical skills and ability to learn new technologies quickly- A Must.
• Extensive experience with troubleshooting bugs and providing exceptional customer support during onboarding.
• Strong understanding of API calls and JSON file structures.
• Strong verbal and written communications skills in English
• Attention to detail and ability to work simultaneously on multiple priorities
• Adaptability and flexibility to changing priorities
• Flexible work schedule (to support our US based customers)
• Experience managing a small team of direct reports - advantage
  
  

About Xyte

Xyte is an early-stage startup backed by a leading VC. We offer a disruptive, first-of-its-kind suite of cloud-based tools that enables equipment and device manufacturers across different industries to cloudify, service, support and commercialize their connected devices - all in one place.

By bridging the gap between devices and the cloud, Xyte’s platform enables manufacturers and their channel partners to leverage the as-a-Service business model and develop sustainable customer relationships.

Xyte works with market-leading companies and their diverse ecosystems, including hundreds of thousands of connected devices, helping them unlock new opportunities for growth.

Come join us and see what the Xytement is all about!