Manager of Technical B2B Support

We are seeking a customer support leader with a strong operations background and a passion for creating an amazing customer experience. In this role, you will have the opportunity to help build and expand Spotnana’s global Technical Support Team and to accelerate our efforts to provide exceptional customer and partner support. We work with some of the world’s top organizations and are on a mission to modernize the travel industry’ architecture.

Responsibilities

• Build, manage, and lead the team responsible for providing technical support to customers and channel partners for Spotnana’s travel-as-a-service platform and technologies.

• Implement innovative solutions within customer support to drive exceptional customer and partner outcomes

• Collaborate with cross-functional business leaders including Customer Success, Engineering, Product, and Travel Operations to develop and implement strategies that drive positive outcomes and quick resolution of technical issues

• Develop, implement, and iterate upon support policies, procedures, and workflows

• Ensure the implementation, configuration, and maintenance of a scalable and comprehensive support portal

• Partner with L&D and technical writers to ensure that the Knowledge Base articles are accurate and helpful

• Manage vendor relationships and evaluate third-party solutions to ensure they align with business goals and requirements

• Ensure compliance with SLAs and with regulatory requirements, such as GDPR

• Identify opportunities to enhance the customer experience and optimize support performance through the use of technology and data analytics

• Develop and provide weekly, monthly, quarterly and ad hoc reporting of support SLAs and customer satisfaction ratings

• Author RCAs for all escalations and for other issues as needed

• Communicate effectively with internal stakeholders, including global executives, business leaders and technical teams

Experience & Skills

• 10+ years of experience in B2B customer support, IT management or similar, with a focus on serving global Enterprise organizations

• 4+ years experience building and leading technical teams that support external customers and channel partners

• Strong knowledge of customer support technologies, including Salesforce, Jira and Freshdesk

• Strong experience with managing Knowledge Base content

• Knowledge of data analytics tools and techniques, such as reporting, dash-boarding, and predictive analytics

• Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical stakeholders

• Strong leadership skills with the ability to motivate and inspire team members

• Experience with Agile and DevOps methodologies

• Strong project management skills, with the ability to manage multiple projects simultaneously

• Experience working in or with regulated industries, such as healthcare or financial services

• Familiarity with the travel industry is a plus

• Openness to working in our New York City office when required

Let’s talk compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.

The annual cash compensation for this role is: $150,000 - $160,000

We care for the people who make everything possible - our benefits offerings include:

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
• Comprehensive benefit plans covering medical, dental, vision, life, and disability effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
• Pre-tax flexible spending account options for health, dependent care and commuter expenses
• 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone / internet stipend
• Additional benefits including access to RocketLawyer’s online legal platform, International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more.