Support Manager

At Born Digital, we’re reshaping the landscape of customer and employee experiences through cutting-edge conversational and visual AI solutions. With an advanced analytics platform and AI-powered chat and voice bots, we specialize in automating interactions and workflows. Orange, T-Mobile, and Samsung are among the global brands that trust us. 

We are looking for a Support Manager who will establish a support department to provide our customers with solid technical support service. 

Your responsibilities

  • Lead the setup and management of our support team, defining operational procedures for efficient support delivery. 
  • Provide expert-level technical assistance, handling server operations, troubleshooting, and basic technical inquiries effectively. 
  • Create robust support processes to streamline customer experiences and ensure seamless operations. 
  • Act as a liaison between support and development teams, addressing advanced technical issues collaboratively. 
  • Utilize remote troubleshooting skills to swiftly resolve technical challenges, optimizing support efficiency. 
  • Navigate and preserve customer relationships during technical challenges, ensuring effective communication, and providing solutions to maintain customer satisfaction.

About you

  • Experience with L1, L2 or L3 support is an advantage 
  • Proficiency in technical customer support and in creating support processes is a plus 
  • Strong communication abilities to liaise effectively between support, internal as well as client’s development teams 
  • Remote troubleshooting proficiency for efficient problem resolution. 
  • Bonus: Familiarity with Cloud platforms, Node.js, Python, or similar technologies. 

Why join us?

  • Remote and flexible work 🧑🏻‍💻 
  • Competitive packages  💸
  • 4 weeks of vacation 🌴
  • Team events such as off-sites and retreats 🤝