B2B IT Support Manager (SaaS Product)

Permanent | Hybrid (1 day per week) | Waterford

€70,000

Elevate Customer Experiences with our clients Enterprise Software

Our client specialises in providing AI Assistant solutions for enterprises, leveraging the best of Conversational and Generative AI to enhance customer interactions and increase self-service levels. Their AI Assistants are designed to handle over 60% of customer queries, allowing human agents to focus on more complex issues.

We are recruiting for an experienced B2B IT Support Manager to lead the charge in delivering exceptional support for enterprise software solutions. This role offers the chance to shape the customer journey and be part of a team creating an unrivalled enterprise AI customer solution.

What You’ll Do:

• Lead & Inspire: Oversee all customer requests and issues, acting as the escalation point for complex problems and ensuring timely resolution within SLAs. Manage internal on-call/first response rotas.
• Processes: Create and implement Customer Support processes including Stand Operating Procudeues for handling tickets.
• Tech-Savvy Support: Optimise Zendesk and OpsGenie workflows, automations, and reporting to streamline support processes and provide data-driven insights.
• Collaborate & Communicate: Partner closely with Engineering, providing customer feedback and ensuring swift resolution of technical issues. Manage and mentor third-party support teams, equipping them with the resources they need.
• Customer Champion: Develop and implement strategies to enhance the customer experience, focusing on responsiveness, accuracy, and satisfaction. Create and maintain a customer-centric knowledge base.
• Data-Driven Decisions: Analyse performance metrics, identify trends, and present insightful reports to the Head of Customer Success, driving continuous improvement.

What You’ll Bring:

• 5+ years of customer service management experience with a background in enterprise software.
• Zendesk expertise.
• Strong understanding of enterprise software and a passion for learning new technologies.
• Excellent problem-solving and communication skills.
• Experience managing third-party vendors.

• SaaS experience.
• Technical background or experience with software engineering teams.

Why Apply?

• Be part of a fast-growing enterprise software company.
• Work with an exciting AI product offering.
• Collaborative and innovative team.
• Career growth opportunities.

Apply now and help our client redefine customer success!