CS & Technical Support Team Manager

Are you ready to join a company that’s revolutionizing industries with cutting-edge data solutions?

At Vetric, we drive innovation by transforming how businesses leverage data, setting new standards for transparency and integrity. We’re seeking a passionate and experienced Technical Support and Customer Success Team Manager to lead our dynamic team and elevate our customer experience to new heights.

Why Vetric?

Vetric is a leader in advanced public data API solutions, serving over 90 clients globally. We’re at the forefront of digital data collection, delivering powerful APIs that foster transparency across social networks. Within a year, we’ve achieved industry-leading milestones and are continuing to push boundaries.

Position Summary:

As the Technical Support and Customer Success Team Manager, you will oversee a Technical support specialists and customer success manager, ensuring timely and effective assistance to our global clients. You’ll be a hands-on manager and manage day-to-day operations, resolve escalated issues, and lead efforts to optimize our support processes, focusing on customer satisfaction and seamless integration experiences.

Key Responsibilities:

• Lead and mentor the support and success team to deliver top-notch customer service.
• Oversee responses and respond to customer inquiries, troubleshooting, and escalation processes.
• Diagnose and troubleshoot basic technical issues, providing step-by-step solutions.
• Escalate unresolved issues to higher-level technical teams.
• Manage the integration process, including providing technical guidance and performing QA after code reviews.
• Develop and implement strategies to improve the customer journey and product adoption.
• Work closely with R&D and other departments to refine support processes and technical documentation.
• Create and maintain knowledge base articles on common customer inquiries.
• The position will require flexibility, including working evening shifts and on Fridays
  
  

• Proven experience in technical support with global customers- must
• Proven experience managing technical support or customer success teams.
• Strong familiarity with programming languages (Python or TypeScript preferred).
• Proficient in network and API integrations.
• Exceptional communication skills, capable of translating complex technical issues for diverse audiences.
• Ability to work well in a team environment and independently.
• Patience and the ability to remain calm under pressure while addressing customer concerns.
• Problem-solving skills and experience working with ticketing systems or CRM tools.
• High proficiency in English – must.