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

Requirements:

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.