Support Manager

Zoomin, based in Tel Aviv, New York, backed by top investors including General Atlantic, Bessemer, Salesforce Ventures, and Viola Growth, is the leading knowledge orchestration platform, empowering enterprise customers to independently use products to their greatest potential. Zoomin delivers the most relevant, personalized product answers to each user, wherever they need it, within an intuitive, self-service experience. This radically improved product content experience deepens product usage prevents frustration-driven churn and reduces burden on support. Using proprietary analytics, Zoomin provides actionable insights that guide decision-making across the enterprise.

Zoomin is looking for a Support Manager to lead our support team. As the Support Manager, you will be responsible for managing and growing the support team, implementing processes, and building scalable support solutions.

What will you do?

• Manage a global support team.
• Implement and maintain support policies, procedures, and workflows to ensure a consistent and effective customer support experience.
• Train, mentor, and develop a team of highly professional support engineers.
• Maintain KPIs to measure the effectiveness of the support team and report on them regularly to management. Use the KPIs to continuously analyze and optimize support processes to improve efficiency and effectiveness.
• Act as an escalation manager for high priority issues, escalating with other groups, leading the support efforts until full resolution while providing clear visibility to customers and accounts teams.
• Work effectively with all departments (such as Product, R&D, Delivery, CS) to consistently improve customer experience and verify progress of customer issues as expected.

What should you have?

• 5+ years of experience in customer support, including 2+ years in a team management role.
• 3+ years experience in hands-on SAAS B2B support or equivalent customer facing roles with great troubleshooting skills.
• Bachelor's degree in business, computer science, or related field.
• Strong communication and interpersonal skills, with the ability to effectively communicate with customers, team members, and management.
• Experience with customer support tools and platforms, such as Jira / SFDC
• Proven experience with customer support analytics, tracking metrics and managing data
• Demonstrated success in implementing support policies, procedures, and workflows.
• A Hands-on approach with a Can-do attitude.
• Ability to adapt and succeed in a changing environment
• A team player with excellent leadership skills
• Excellent written and verbal communication skills in English.
• Hybrid work environment with expectations that the individual will be in the office minimum 4 days a week at our TLV office.