Technical Support Manager

3 days ago

india interface.ai Full time

Get To Know Us First


About the job

Interface.ai is a leading Conversational AI SaaS company focused on providing cutting-edge solutions to the financial services industry. We serve close to 100 financial institutions today. We are one of the fastest-growing AI + financial technology companies in the industry, and we have grown 1800% in the last one year and recently featured as one of the top 100 fastest-growing fintech companies in Silicon Valley. Our mission is to empower every financial institution to scale efficiently and help its customers achieve financial wellness.


Our core technology is built 100% in-house with several breakthroughs in Natural Language Understanding. Our parser is built based on zero-shot learning that helps us to launch industry-specific IVA that can achieve over 90% accuracy on Day-1. We are 160+ people strong with employees spread across India and US locations.



Do You Make the Cut?

As a Technical Support Manager, you will be responsible for:


  • Managing the customer support department’s day-to-day functions.
  • Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promote their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Affinity for multitasking with precision.
  • Proven experience as a customer support specialist, preferably within a similar environment.
  • Deploy and reproduce customer issues on a lab / test environment to isolate deviation in expected against deployed product feature behavior.
  • Maintain and manage customer test environments for further problem replication.
  • Experience working in an agile team environment and proficient understanding of code versioning tools, such as Git
  • Handle escalated issues which are usually mission critical and technically complex which of include providing timely updates and analysis.
  • Creating JIRA and then Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit.
  • Learn the niche features while the technology to help the internal teams ramp up.
  • Creating knowledge base for Product Playbook / FAQ’s
  • Being a technical lead point-of-contact for stakeholders, work with them on case trend analysis for the inputs in Product Quality Review (PQR)
  • Interface with the relevant business Units to identify defects and file bugs/feature requests involving the relevant development team for a fix.
  • Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
  • Review, investigate, and resolve complex technical member cases within the target SLAs
  • Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
  • Report on escalation trends, top issues, and improvement opportunities
  • Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
  • Effectively manage project scope by ensuring any changes to scope are documented and approved
  • Lead, coach, and motivate project team members on a proactive basis
  • Ability to work in flexible working hours/Shifts


Requirements

  • Are extremely self-motivated
  • Have a growth Mindset
  • At least 3 years of experience as Manager role with a total of 10+ years of overall experience.
  • Proven experience in a technical support management role, preferably in a global environment.
  • Excellent communication and interpersonal skills, with a customer-focused mindset.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  • Passionate about the possibilities at the intersection of AI + Banking
  • Strong in technical skills building L2/L3 level support system.
  • Work with customers to troubleshoot and resolve complex software issues
  • Would build the process for solving tickets on time
  • Develop Support Processes of 24/7 availability.
  • Dashboards and analytics for Business Review.
  • Mentor junior engineers / developers in best practices, providing guidance for implementation strategies.
  • Experience working with off-shore teams is required
  • Experience working on a virtual/global team is required
  • Good to have Banking domain experience
  • Good to have experience in defining project KPI

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