Offer summary

Qualifications:

Bachelor’s degree in Computer Science, Engineering, or a related technical field., 12+ years of experience in technical support, with at least 6 years in a leadership role., Strong technical background in software systems, programming, and cloud technologies., Excellent communication skills in English, with the ability to lead and motivate a team..

Key responsabilities:

Lead and manage the customer support team, focusing on hiring, training, and performance management.

Develop and implement support strategies to improve customer satisfaction and operational efficiency.

Handle escalated customer issues and provide technical guidance to resolve complex problems.

Analyze support data to identify trends and drive data-informed decisions.

Job description

interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

What You’ll Do

We are seeking a highly technical and experienced Senior Manager or Director to lead our customer support team. In this pivotal role, you will ensure that our customers in the US receive exceptional support for our AI-driven SAAS products. Leading a team of technical support engineers based in India, you will develop and execute support strategies, collaborate with cross-functional teams, and drive improvements to enhance customer satisfaction and product quality.

Team Leadership: Lead and manage the customer support team, overseeing hiring, training, and performance management to build a high-performing unit.
Strategy Development: Develop and implement support strategies and metrics that align with company objectives, focusing on improving customer satisfaction and operational efficiency.
Performance Management: Ensure the support team meets key performance metrics, including response times, resolution rates, and customer satisfaction scores.
Technical Escalations: Handle escalated customer issues, providing expert technical guidance to the team to resolve complex problems.
Data Analysis: Analyze support data to identify trends, pinpoint areas for improvement, and drive data-informed decisions.
Strong Cross-Functional Collaboration: Work closely with product and engineering teams to identify, troubleshoot, and resolve recurring technical issues. Work with Product and Engineering leadership to give inputs to Product roadmap and releases
Documentation: Develop and maintain support documentation, such as playbooks, FAQs, and knowledge bases, to empower the team and customers.
Operational Oversight: Manage support operations to ensure coverage for US business hours, including shift planning and team rotations.

What You’ll Bring

Education: Bachelor’s degree in Computer Science, Engineering, or a related technical field.
Experience: 12+ years with a minimum of 6 years in technical support and at least 2 years in a leadership role managing support teams.
Technical Expertise: A strong technical background with a solid grasp of software systems, programming and scripting, software architecture, and cloud technologies.
Hands-On Experience Debugging and Resolving Issues - The candidate must have direct, practical experience in troubleshooting and fixing complex technical problems.
Communication: Excellent written and verbal communication skills, with fluency in English to effectively interact with US customers and internal teams.
Collaboration skills: Ability to work with Product and Engineering teams to escalate issues needing code changes, triage bugs, and provide detailed reports to engineers.
Leadership: Demonstrated ability to lead, motivate, and develop a team in a fast-paced, customer-focused environment.
Analytical Skills: Strong analytical capabilities to interpret support data, identify trends, and implement improvements.
Tool Proficiency: Familiarity with customer support tools such as Zendesk, Freshdesk, or similar platforms.
Call Center Experience: Experience managing teams that handle customer inquiries via phone, chat, and email, with knowledge of call center operations.
Time Zone Management: Ability to manage a team across different time zones, ensuring seamless support for US business hours.

Bonus Points:

Advanced Education: Master’s degree or certifications in management, customer service, or a technical discipline.
Industry Experience: Background in the financial services sector, particularly with credit unions, is a plus.
AI Knowledge: Familiarity with AI and machine learning technologies, ideally in a support context.
Global Support: Experience working with US-based customers or managing global support operations.

#LI-SS1

At Interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.

Required profile