Senior Support Operations Manager
12 hours ago
We are Kisi Incorporated Filial, a forward-thinking physical security technology company revolutionizing space access and security.
Our mission is to ensure seamless, cloud-based access to offices, facilities, and buildings, fostering a future where spaces are securely connected and accessible without boundaries.
About the RoleAs a Technical Support Team Manager at Kisi, you will be responsible for implementing and executing our support strategy, managing our support portal, maintaining technical product documentation, and overseeing a dedicated team of support specialists.
We're looking for a candidate with at least three years of technical support experience, strong leadership skills, an ability to quickly master new products, and a pragmatic approach to problem-solving.
Key Responsibilities- Develop and implement our support strategy across different customer segments, ensuring alignment with service-level objectives and broader organizational goals.
- Continuously elevate support quality by benchmarking against industry best practices in terms of cost, budget, and response times, then exceeding these standards.
- Create, update, and optimize support content and troubleshooting guides so customers can independently resolve common questions and issues.
- Lead and supervise an expanding team of support specialists, ensuring adherence to best practices and competitive performance benchmarks.
- Maintain up-to-date product guides and documentation, providing clear self-service resources. Gather feedback from customers to refine our offerings, and keep teams across the organization informed of changes or updates.
- 3+ years of experience managing support operations.
- Experience with driving a team based on clearly defined and attainable objectives and key results. We put emphasis on execution for this role.
- Relevant and solid technical support experience, preferably in a B2B or SaaS environment, with a proven track record of leading team members.
- Well-rounded leadership, coaching, and team management skills, including the ability to learn new products quickly and explain complex technical concepts clearly.
- Good communication and cross-functional collaboration skills, supported by a history of implementing process improvements to streamline workflows.
- Familiarity with ticketing systems (e.g., Zendesk, HubSpot) and maintaining technical documentation or knowledge bases.
- Basic understanding of circuitry (plus/minus, AC/DC); we're not looking for engineers, but an openness to learn is encouraged.
Application > CV screening > Intro call (let's get to know each other) > Recruitment task > Hiring Manager Interview > On-site Interview > Offer.
After successful interviews and the job offer is signed, we will conduct a background check.
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