SAAS Support Manager

Key Responsibilities

• Lead and manage a team of support staff and software testers, providing guidance, coaching, and training to ensure exceptional support services.
• Ensure timely resolution of client issues, addressing technical inquiries, and troubleshooting problems effectively.
• Develop and maintain a comprehensive knowledge base to assist both clients and support team members in resolving issues efficiently.
• Establish and refine support procedures to improve response times and issue resolution rates.
• Collaborate with other departments, such as product development and quality assurance, to provide valuable feedback and insights for product improvement.
• Analyze support data and metrics to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
• Continuously update your own knowledge of the company's SAAS products to provide accurate information and guidance to clients and team members.

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience as a Support Desk Manager in a SAAS company or similar role.
• Strong leadership and team management skills, with a track record of successfully leading and developing support teams.
• Exceptional problem-solving and troubleshooting abilities.
• Excellent communication skills, both written and verbal.
• Experience in developing and maintaining knowledge bases and support procedures.
• Quick learner with the ability to adapt to new technologies and software quickly.