Manager- Technical Support

ABOUT THE ROLE

Radix is looking for a passionate Technical Support Manager to join our growing team

We're on a mission to build the best-in-class customer support experience, with a strong focus on high quality service and satisfaction for our customers.

In this role, you will serve as a primary point of contact managing the support experience, by coordinating with internal and external stakeholders (agencies and service providers), directly handle escalations, troubleshoot issues, ensure redundancy, when needed, along with third party support agencies and strive for exceptional service experience for our customers.

We offer a dynamic environment where you can see the impact of your work reflected in our customer satisfaction metrics. If you thrive in a fast-paced environment and love helping others succeed, we want to hear from you

What is the Job like ?

• Single Point of Contact: Serve as a single point of contact for Support, coordinating with internal and external stakeholders, monitoring & overseeing a third party support agency. Creating escalation matrices and providing interventions from support agents, to ensure top-notch customer support and satisfaction. Respond to emails/tickets as needed and ensure coverage across time zones to create redundant processes with third party support agents.
• Define and monitor Support Metrics: Define and track metrics for Support including, but not limited to FCR, CSAT with the third party agency. Set up processes for consistent reporting of such support metrics along with publishing them to all internal stakeholders. Identify processes to bridge gaps in expectations and constantly improve customer satisfaction and support metrics.
• Collaboration : Act as a liaison between internal teams, agencies and service providers.
• Escalation Management: Effectively manage escalated tickets, emails, and chats, ensuring timely resolution.
• Customer Success: Identify customer needs, provide clear explanations, and guide customers in using specific features of our control panels and offerings/products.
• Control Panel and Product Improvement: Analyze and report product issues to identify trends and areas for improvement.
• Quality Assurance : Uphold world-class standards by monitoring and meeting support SLAs (Service Level Agreements) and CSAT (Customer Satisfaction) goals.
• Operational Expertise: Manage operations and issues related to billing support, including credits/reversals.
• Project Management: Effectively communicate recommendations, project status and risks to stakeholders
• Knowledge Base Management : Update internal databases regarding technical issues and valuable customer insights.
• Self-Help Content Creation: Assist in developing informative self-help documents and knowledge base articles for customer reference.
• AI Chatbot optimizations : Optimize support operations by enhancing chatbot flows, prompts and identifying tasks that can be automated via the AI Chatbot

Who should apply for this role ?

• Minimum 6 years of Experience as a Customer Support Specialist or similar role.
• Experience as a Team lead/ Escalation Manager is a plus
• Familiarity with the Domains, DNS, Hosting, and the Web Services industry is a must
• Strong technical aptitude with experience in troubleshooting Hosting, DNS, Email related issues
• Basic understanding of project management methodologies and tools.
• Proficient in using various support softwares and ticketing systems.
• Strong understanding of various support help desks and CRM systems.
• Excellent communication, strong attention to detail and problem-solving skills.
• Proven ability to prioritize tasks and be efficient at multitasking
• Patience and a positive attitude when handling challenging situations.
• Passionate about AI tools and their application in Customer Support

ABOUT THE COMPANY:

REVOLUTIONISING THE INTERNET:

We started out in 2012 as a part of the Bhavin Turakhia led Directi Group, which has been a prominent player in the web presence industry since the 90s. The meteoric rise in the number of websites back then led to an acute shortage of quality domain names. The depleting name pool within the .com / .net led to growing customer dissatisfaction as first choice names became impossible to find We knew that domain names had to evolve in order to serve their purpose of memorable online identities.

Enter Radix.

When the Internet Corporation of Assigned Names and Numbers (ICANN) opened the door to new top level domains other than the .com, .net, .org etc., we knew it was the perfect opportunity to solve a growing customer problem.

Equipped with powerful and meaningful new extensions such as .tech, .online, .store, .fun, .site, .press etc. we set out on a mission to eliminate the distinction between the real names and internet addresses of individuals and businesses. We started with an audacious goal of building a world where domain names are less like phone numbers which need to be written and stored and more like brand names which are easily remembered. And here we are, with almost 8 million domains already registered on our extensions, we are well on the path towards revolutionizing the internet. Brands like Mr. Beast (), Viacom (), Emirates ( emirates.store ), Doordash ( order.online ), CES ( ces.tech ), Shakira () and many more have already made the switch. It’s only a matter of time before the rest of the world does it too. To sum it up, the internet history is being rewritten and Radix is at the core of it.

Quick Stats:

Founded: 2012

Strength: 80+ employees

HQ: Dubai, UAE

Profitable: Yes

Annual growth rate: 35%+

Is Radix a Start-up?

Well, yes and no

No, in the truest definition of the term. Next year, Radix completes more than a decade in existence of which the last 8 years have been highly profitable. It's a fast growing, yet highly stable business generating significant cash flows.

Yes, in the cultural context. In terms of its energy, passion, innovative and entrepreneurial spirit, Radix ‘feels’ like a start-up which is looking to take on the global powerhouses in the Internet Registry space.

CULTURE:

At Radix, we're not just colleagues; we're a family united by a shared passion for innovation, collaboration, and excellence. Here, every voice is heard, every idea is valued, and every individual is empowered to thrive. From our supportive leadership to our vibrant team dynamics, we foster an environment where creativity flourishes, challenges are embraced, and successes are celebrated together. With a commitment to diversity, inclusion, and continuous learning, we cultivate a culture that inspires growth, fosters personal development, and drives collective success.

Additional Information :

Now a great place to work certified organization, we understand that great work comes from great, and inclusive teams. At Radix, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our customers and helps us all grow as Radicals and individuals.