Product Support Manager

Oktopost is revolutionizing the way companies connect with their customers and audiences. We enable B2B marketers to fully manage and optimize social media to drive their businesses forward in a scalable and measurable way. Leading B2B organizations all over the world such as ACI Worldwide, Snowflake, and Fujitsu are using Oktopost to improve and understand their social presence in order to make better business decisions. We are a global, fast-paced, and innovative start-up with offices in Ramat Gan, London, and Grand Rapids (MI).

As a Product Support Manager at Oktopost, you will manage the Product Support Specialists to uphold the company SLAs while delivering fanatic first and second-level customer support.

Responsibilities

• Manage a small team of global product support specialists
• Actively respond to customer inquiries and drive issues to resolution
• Ensure that the support team is in compliance with the company’s support SLA
• Be available and demonstrate “going above and beyond” for the team and customers
• Flexibility in availability to meet customer needs, support the team, resolve issues promptly, and uphold service standards
• Develop the product help center to improve self-service support
• Develop and improve internal processes to accelerate support quality and response times
• Work with stakeholders across disciplines to solve issues

Requirements

• 1-2 years of experience in a management role
• At least three years of experience working in a SaaS company in customer-facing or support roles
• Basic proficiency in JavaScript and HTML - a plus
• Experience in debugging API-related issues and log analysis - a plus
• Experience in troubleshooting issues using the browser developer tools
• Ability to deep dive and understand technical features and architecture
• Excellent communication and organizational skills
• Passion for customer service