Support Manager

Something about us...

App Annie is the industry's most trusted mobile data and analytics platform. Our mission is to help customers create winning mobile experiences and achieve excellence. We created the mobile app data market and are committed to delivering the industry's most complete mobile performance offering. We are headquartered in San Francisco with 12 locations worldwide. More than 1,300 enterprise clients and 1 million registered users across the globe, spanning all industries, rely on App Annie as the standard to revolutionize their mobile business.

Along with a market defining product, we take great pride in our culture and values and strive to embody them daily! We set a high bar for our success and have made Excellence as our standard, hold each other Accountable, continuously push Innovation and Win with Style.

What can you tell your friends when they ask you what you do?

I am helping build a world-class customer support organization, where we see every customer interaction as an opportunity to deliver an amazing Customer Experience. We are working hard to take Customer Support to a whole new level where we don't just solve cases but deliver an industry leading Customer Experience to our Customers.

You will be responsible for and take pride in...

As Support Manager, your primary mission will be to drive an amazing customer experience during every interaction. You will represent the voice of our internal as well as external customers.

On a day to day, you'll be working as part of a globally distributed team, and you will learn the ins and outs of our products becoming the go-to expert for both users and App Annie team members. Additionally you will work closely with the Head of Global Customer Support to:

• Develop and execute support team's operational strategy, metrics (KPIs), roadmap, work flows, and operating procedures to deliver a seamless, scaleable, world-class Customer experience
• Track and communicate Support team's performance metrics by region, and customer segmentation to drive internal process improvements.
• Continuous improvements of support processes to improve Response Time and Resolution time SLAs.
• Design, own and execute on internal escalation process to get issues resolved within defined SLAs
• Think outside the box and generate creative ideas to improve Customer experience through scalable support models.
• Work with a X-functional teams including members from Product, Engineering, Sales and and CSMS teams to address to help expedite resolution of Customer issues

How will you be doing this?

• Become the expert on the App Annie product offering, you will know the edge cases, all the tricks, and how to get the most out of our products/applications
• Responsible for regional support operation to ensure client-reported issues are responded in per service legal agreements with support best practices are met and continually improved upon
• Serve as a point of contact for escalation for both client and internal teams to ensure customer issues are resolved in a timely manner
• Manage various internal projects; training, ensuring support readiness for new feature releases, etc.
• Create and lead support improvement processes across the company

You should recognize yourself in the following...

• 5+ years of experience in a technical support role for SasS company
• Experience leading a team including change management, coaching, and training.
• Passionate for delivering outstanding customer experience - responsiveness, expectation setting, escalation management
• Ability to collaborate cross-functionally on a global scale - across cultures, customs & geographies
• Executive presentation skills; as well as strong communication skills, both verbally and written
• Demonstrated ability to understand service architecture and operational parameters, and or cloud technologies
• Dependable, motivated, self-starter, with the ability to work independently
• High attention to detail and proven ability to manage multiple competing priorities simultaneously

Bonus Points:

• Mobile data and analytics platform experience
• Degree in Computer Science, Communications or other related technical/engineering fields
• Experience in REST APIs, SQL/Snowflake etc will be ad advantage
• Experience in using software systems such as Jira, Kibana, Salesforce, and SendGrid

This is what we offer...

• We provide a $1,000 reimbursable WFH allowance to set you up for remote work success.
• Internet allowance for stable internet connection, so your video does not freeze on Zoom.
• Flexible working days. We love to meet, but if you need to get your kids to school-zoom, you need to leave early to get to your band rehearsal or gym classes, do your thing.
• Paid time off so you can recharge.
• Health and dental benefits.
• An international team of talented and engaged people from different cultural backgrounds and locations.
• Wellbeing allowance for any activity that matters to your wellbeing; (online) gym classes, fitness equipment, mindfulness apps or even childcare support!
• Unlimited access to our online learning platform Udemy to help you develop your skills.
• Virtual initiatives and events to keep you connected with your colleagues.

Yes, I want this job!