Digital Support Transition Manager - Remote

Overview

The Digital Support Transition Manager will oversee the seamless handoff of customer interactions from digital chatbot support to Technical Support Agents, aiming to improve self-service solutions and reduce assisted support cases.

In Short

• Manage the transition from chatbot to technical support.
• Collaborate with IT to optimize chat routing.
• Enhance knowledge base and automation strategies.
• Minimize repetitive questioning for support agents.
• Streamline workflows for technical support teams.
• Identify and resolve customer pain points.
• Implement self-healing solutions for recurring issues.
• Monitor performance metrics for chatbot interactions.
• Document processes and best practices.
• Drive collaboration between digital and assisted support teams.

Requirements

• 7+ years in technical support or customer service management.
• Strong understanding of chatbot technologies.
• Proven collaboration skills with IT and support teams.
• Exceptional problem-solving and analytical skills.
• Excellent communication and project management abilities.
• Experience with AI-driven support systems preferred.
• Background in SaaS or enterprise technical support is a plus.
• Familiarity with CRM and support ticketing tools.

Benefits

• Competitive compensation package.
• Annual cash bonuses and commissions for sales roles.
• Stock grants and comprehensive benefits package.
• Culture of diversity and belonging.
• Opportunity for meaningful work impacting the world.