Role Overview
Certchain is seeking an experienced and proactive Support Manager to oversee and optimize our customer support operations. The ideal candidate will have expertise in managing support tickets through platforms like Intercom and Jira Service Desk, a proven ability to streamline processes, and a customer-centric mindset. You will play a pivotal role in maintaining our support infrastructure, ensuring a high standard of service delivery, and keeping stakeholders informed through comprehensive reporting.
Key Responsibilities
- Manage Support Operations:
- Oversee incoming support tickets via Intercom and Jira Service Desk.
- Assign, prioritize, and monitor ticket resolution to meet SLAs.
- Act as the primary escalation point for complex customer issues.
- System Setup and Maintenance:
- Configure and maintain ticketing systems (Intercom, Jira Service Desk) and knowledge bases.
- Identify and implement improvements to support workflows and tools.
- Customer Engagement:
- Ensure timely, empathetic, and effective communication with customers.
- Monitor customer feedback to identify recurring issues and suggest product improvements.
- Reporting and Stakeholder Communication:
- Generate detailed reports on support metrics, ticket resolution times, and customer satisfaction.
- Present insights and recommendations to stakeholders, including internal teams and customers.
Qualifications
- 3+ years of experience in a customer support or technical support management role.
- Proficiency with Intercom and Jira Service Desk, including system setup and workflow optimization.
- Strong organizational and problem-solving skills.
- Ability to analyze support data and deliver actionable insights.
- Excellent verbal and written communication skills.
- Experience working with startups or in fast-paced environments is a plus.
Location: Remote
Employment Type: Full-time
Salary: 100,000 PHP / Month
How to Apply:
Send your resume, portfolio, and a brief cover letter highlighting your experience to [email protected]. Include links to any relevant projects, GitHub repositories, or personal websites.
