Senior Product Support Manager Trilogy Remote - Doha, دولة قطر - Crossover

وصف

Crossover is theworld's #1 source of full-time remote jobs. Our clientsoffer top-tier pay for top-tier talent. We're recruitingthis role for our client, Trilogy.

Have you got what it takes? Areyou a customer support veteran who relies on deep technicalexperience and leadership skills? When a customer is unhappy, doyou dig through individual support tickets and get knee-deep ingranular details to discover the root cause of the problem? Do youtry to stay ahead of the AI curve, using generative AI tools tohelp you write or debug code? If so, Trilogy's customersupport team is the place for you Trilogy built a fully remotesupport system based on customer obsession, a world-class knowledgebase, and highly skilled agents capable of servicing over 10,000customers on over 100 products.

We count on our support managers todive deep into the details and make the improvements that help thesystem achieve its full potential, and we lean on AI to help ourcustomers solve problems autonomously instead of waiting around foran agent to become available.

Our service is the #1 reason ourcustomers continue to partner with us year after year, and oursupport leaders are responsible for making that servicefirst-class.

If you're looking to take charge in ahigh-stakes environment, then we invite you to take the next bigstep in your career.

What You Will Be Doing

• ConductingDeep Dives. You will dive into specific areas of support that arenot currently meeting our quality bar (e.g., a decline in NPS or anincrease in reopened tickets).
• Writing ImprovementProposals. You will make improvement recommendations based on yourdeep dive findings aimed at achieving 100% customer satisfaction.

What You Won't Be Doing

• Specializing inspecific products. From L1 agents all the way to the top, ourorganization provides stellar service to every customer on everyproduct.
• Deferring to gut feeling and managerialinstinct. We are a knowledge-driven organization, and our managersmake decisions based on hard evidence. Senior Product SupportManager Key Responsibilities
• Ensuring the delivery ofthousands of support tickets per week to tens of thousands ofcustomers worldwide Basic Requirements
• At least 5 yearsof technical customer support experience
• At least 3years of experience writing code in a professional setting
• A proven ability to enhance your code using AI tools,such as Code Interpreter
• Experience running highlytechnical AI projects in a professional setting About TrilogyHundreds of software businesses run on the Trilogy BusinessPlatform.

For three decades, Trilogy has been known for 3 things:
Relentlessly seeking top talent, Innovating new technology, andincubating new businesses. Our technological innovation isspearheaded by a passion for simple customer-facing designs. Ourincubation of new businesses ranges from entirely new moon-shotideas to rearchitecting existing projects for today'smodern cloud-based stack.

Trilogy is a place where you can besurrounded with great people, be proud of doing great work, andgrow your career by leaps and bounds.