2010 Broadway St, Suite 200,
Redwood City, CA 94063
Ph: 650-521-5449

Customer Support Manager

Location: Redwood City, Remote

Join Comprehend and drive the future of our Customer Support team! As the Customer Support Manager at Comprehend you will be responsible for ensuring the success of our customers through responsive, competent, and friendly support. With a rapidly growing customer base, this position will demand excellent planning skills and experience growing a global support team.

Customer Support at Comprehend is a partnership with our customers that provides value through our commitment to their success. Comprehend is a flexible solution to a complex problem necessitating an agile and knowledgeable support team in order to drive high customer satisfaction. A deep understanding of our technology, its implementation, and its applications will be an essential asset in building a successful team. You will work closely with Product Management, Engineering and Customer Success to ensure efficient and scalable processes and procedures are in place to support a highly technical team of Support Engineers.

This is a technical role. With a small Support team, the successful candidate will initially serve in the Support Engineer role in addition to developing and growing the team.

WHAT WE LIKE ABOUT YOU

  • You love working with customers. If they’re happy, you’re happy.
  • You thrive in a fast-paced startup environment and want to drive the Comprehend vision of customer satisfaction through excellent support
  • You have a passion for software and new technologies
  • You like working with and analyzing data
  • You have strong software troubleshooting skills
  • You get satisfaction from teaching complicated concepts to others
  • You are self-motivated and have strong leadership skills
  • You have great written and verbal communication
  • Your time management skills are exceptional. You don’t get stressed out just because you have multiple tasks on your plate.
  • You are forward-thinking in your problem solving

WHAT YOU WILL DO

  • Develop and manage the Customer Support Team
  • Drive customer satisfaction and adoption through best-in-class support
  • Establish cross-team processes and procedures to support an efficient and effective support team
  • Manage and address incoming support requests from our users
  • Troubleshoot and investigate technical software issues

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