🦸🏻 Technical Support Manager

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 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