Product Support Team Manager

About the job

At Similarweb, we're revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our cutting-edge platform and unique data empower over 4,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.

In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!

We’re on the lookout for a Product Support Specialist to join our Prague team on-site every day, becoming a product expert and supporting our customers. If you’re a service-oriented problem solver with a passion for tech and love engaging with teams in person, this could be your perfect role!

Currently we’re looking for a Product Support Team Manager!

We’re looking for a Product Support Team Manager to lead our Tier 1 Product Support Team to provide unparalleled support for Similarweb’s cutting-edge product suite.

What you will do:

Your role as part of the Product Support team means your daily responsibilities may include:

• Leadership and Mentorship: Manage and mentor team members, fostering skill development to deliver best-in-class support to our customers via email and our support platform.
• Recruitment: Spearhead the recruitment process for new team members, ensuring a seamless onboarding experience
• Performance management: Monitor operational activity, including ticket volume, KPIs, trends, and product changes. Analyze team and individual performance, working to enhance efficiency and effectiveness while ensuring continuous improvement in customer satisfaction.
• Ticket Queue Management: Implement proactive strategies for ticket queue management, ensuring timely and effective resolution of customer inquiries. Develop and refine processes to optimize the ticket workflow, minimizing response times and maximizing customer satisfaction. Collaborate closely with the team to prioritize and address high-priority tickets.
• Knowledge Base Management: Maintain and expand the Support team's knowledge base. Collaborate with the Education team to ensure customers have access to essential educational materials.
• Problem management: Manage issues preventively by identifying potential concerns before they materialize. Analyze existing issues for recurring patterns and implement solutions to minimize occurrences, working closely with Product teams for improvement prioritization.
• Elevate user experience: Lead initiatives to elevate customer satisfaction by identifying and addressing gaps in the customer experience through a comprehensive analysis of qualitative and quantitative feedback.
• Collaboration with Tier 2 Support: Work closely with the Tier 2 support team to ensure smooth escalations and processes. Facilitate the seamless transition of tickets between the support team and other teams, such as Billing.

What We’re Looking For:

• Minimum of 2 years of managerial experience in customer service, ideally within SaaS high-tech companies, and can demonstrate strong leadership skills.
• Experienced in industries such as Cloud Services, SaaS Enterprise products, or B2B software (preferred).
• English speaker with exceptional written and verbal communication abilities.
• Proficient in support ticketing systems, with a solid understanding of navigating and optimizing these tools, leveraging reporting and analytics, and implementing improvements.
• Skilled in recruiting and training support specialists, with a track record of building and developing high-performing teams.
• Experienced in creating and refining support processes and collaborating effectively with cross-functional teams.
• Analytical and strategic in problem-solving and decision-making, especially in a dynamic environment.
• Adaptable, flexible, and ready to thrive in a fast-paced, constantly evolving setting.

Nice to have:

• Experience with Zendesk or similar support platforms.
• A background in data analysis, enabling you to interpret support metrics and drive continuous improvement.

Why Join Us?

• Impact😎: Work with the most powerful digital intelligence platform in the world, loved by both customers and employees.
• Innovation🚀: We encourage open dialogue and empower employees to bring their ideas to the table, fostering meaningful change within the organization.
• Hybrid Work Model: Enjoy the best of both worlds with our hybrid work model - 3 days in our vibrant office and 2 days working remotely🏡.
• Our Office: Step into our brand new, modern office located in the dynamic DOCK IN area (Prague 8). Fully equipped with stand desks, comfortable chairs & monitors, plus drinks, snacks 🥪, and fruits 🍎. Designed to inspire focus and collaboration, with space for social activities and recreation✨.
• Comprehensive Benefits: Your well-being is a priority! We provide 5 weeks of vacation, an extra day off on your birthday month, competitive compensation, and much more 😎!
• State-of-the-art Tech Stack: 👩🏻‍💻 We adopt innovation using the latest technologies and the best hardware (latest, most powerful MacBook Pro M3).
• Team Events: At Similarweb, we believe in community power. We organize team-building events, parties, and company events multiple times a year, plus weekly lunches or happy hours 🎉.
• Access to Equity Programs💸: Share in Similarweb's success by becoming a shareholder in the company.

#LI-Hybrid