Customer Support and Services Manager

Company Description

Sweetch is a behavioral science company located in Ramat Gan that leverages AI and emotional intelligence (EI) through its digital therapeutics solutions. The hyper-personalized engagement platform enables health ecosystem players to build continuous relationships and engage with every individual patient at scale.

Role Description

We are seeking a highly motivated Customer Support and Services Manager to lead our support team within the Professional Services group. This role involves managing the technical support agents, while creating and maintaining customized support models for each customer, and providing custom services to drive customer satisfaction and success.

Key Responsibilities:

• Team Leadership: Lead and manage a team of support agents, overseeing recruitment, training, and performance management. Ensure the team is equipped to provide exceptional support across global time zones.
• Support Resources, Strategy & Continuous Improvement: Refine support processes, adopt industry best practices, and set performance KPIs to ensure high-quality support aligned with customer and business objectives. Develop and maintain a comprehensive knowledge base or FAQ to assist both support agents and end users, optimize support tools and software to enhance efficiency and user satisfaction
• Customer-Specific Support Models: Develop and implement tailored support plans for each customer, including resource allocation, escalation paths, and communication protocols.
• Onboarding & Training: Facilitate the onboarding of new customers, delivering customized training for both customer support teams and end users as needed. Create and maintain educational materials like presentations, tutorials, and guides.
• Customer Engagement & Escalation: Build strong relationships with customers through regular updates, custom reports, and feedback integration. Handle customer escalations with prompt and clear communication.
• Cross-Functional Collaboration: Collaborate with product and engineering teams to address tier 3 bugs, manage release readiness, and integrate customer feedback into product improvements.
• Data Reporting & Insights: Analyze and report on support team performance, customer satisfaction, and other key metrics. Use insights to recommend process improvements.

Qualifications:

• Proven experience in leading technical support teams, with a focus on both team management and customer service excellence.
• Experience with customer facing activities and services, success, or delivery.
• Expertise in training, creating educational content for internal or external use.
• Excellent communication, leadership, and problem-solving skills, with the ability to work effectively with cross-functional teams.
• Expertise with supporting mobile applications – advantage.