Senior Technical Support Manager, Cognigy
Product Support
Enterprise Conversational AI Platform
Be an early applicant
Enterprise Conversational AI Platform
101-200 employees
Be an early applicant
101-200 employees
Company mission
Cognigy's mission is to lead the automation of conversations to make life easier for everyone.
Role
Who you are
- 5+ years in customer support or service delivery roles, ideally within SaaS or technology industries
- Proven track record in managing a technical support team, with a strong focus on SLA improvement and customer satisfaction
- Strong leadership and interpersonal skills, with experience in building and developing high-performing teams
- Excellent organizational and process management skills, with a focus on continuous improvement and efficiency
- Proficiency in support software and analytics tools and familiarity with KPI tracking
- Dynamic, process-driven leader eager to make an impact
What the job involves
- The Senior Technical Support Manager will play a crucial role in transforming Cognigy’s customer support function to achieve optimal performance
- This position is responsible for creating a robust support structure, enhancing processes, and driving the team toward 100% SLA adherence
- The manager will lead a team of Technical Support Specialists, ensuring they are well-equipped, motivated, and focused on delivering superior customer service. This position is integral to Cognigy’s mission to provide unparalleled customer support
- Oversee and guide the customer technical support team, ensuring each member is aligned with Cognigy’s performance and SLA targets
- Set clear goals, KPIs, and performance standards to ensure accountability and high achievement within the team
- Mentor and develop team members, creating a positive culture of ownership and continuous improvement
- Establish efficient, repeatable support processes to improve response and resolution times
- Standardize workflows, ensuring consistency and quality across all levels of support
- Implement best practices and leverage automation where possible to optimize support workflows
- Monitor, track, and report on SLA adherence, targeting a consistent improvement toward 100% compliance
- Design and implement strategies to improve key support metrics, including response time, resolution time, and customer satisfaction
- Provide regular updates on SLA performance to the VP of Customer Management, along with recommendations for continuous improvement
- Ensure the support team is equipped to provide timely, effective solutions that enhance customer satisfaction
- Act as an escalation point for complex or high-priority issues, facilitating swift resolution and maintaining customer trust
- Identify and address recurring issues by collaborating with Product and Engineering teams to drive product improvements
- Assess the team’s tools, resources, and skills to ensure they can effectively support Cognigy’s conversational AI solutions
- Drive continuous learning within the team, providing training and resources to keep team members updated on new product features and support techniques
- Implement analytics and monitoring tools to gain insights into support performance and areas for enhancement
Our take
Artificial intelligence is becoming an increasingly common part of how customer service works — a trend that has been accelerated in recent years as so many other services went virtual and digital. Cognigy is at the forefront of this trend.
The startup has built a set of low-code tools to help enterprises integrate more AI into their customer service processes. Crucially, the AI can be used flexibly across a range of applications and geographies. Cognigy will use recently raised capital to accelerate global growth.
Despite these worthy commercial ambitions, Cognigy must continue to iterate on its product. Few competitors have been able to deliver ‘conversational AI’ applied across multiple use cases. However, to continue its growth Cognigy must deliver value for money even against narrowly focused products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Jun 2024
$100m
SERIES C
Feb 2022
$15m
SERIES B
Total funding: $166.9m
Company benefits
- We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome
- We believe that our employees should benefit from the company’s success and therefore offer an attractive virtual stock options plan to top performers
- We also offer you an attractive and performance-oriented salary
- The opportunity to help build this company with flat hierarchies and the possibility to shape the organization
- Flexible working hours and ability to work remotely in the UK
- A great culture built on our core values of Team, Trust, Technology and Transparency
Company values
- Team | We show respect for each other always and treat everyone with integrity. We celebrate different cultures, tailor communication where needed and aim to understand other perspectives.
- Trust | We empower our colleagues by providing constructive feedback, encouragement, and autonomy. We put trust in our colleagues and aim to be the type of Cognigy Crew member who others can put their trust in too.
- Technology | We are agile to our core. We Iterate and innovate using the forefront of technology and fast decision making. We remain focused on creating the most cutting-edge Conversational AI platform on the market to make life easier for everyone.
- Transparency | We help to grow the business by supporting the growth of the people in it. We share our knowledge, take responsibility and are accountable for our work and our decisions.
Company HQ
Düsseldorf-Hafen, Düsseldorf, Germany
Articles
Leadership
Benjamin Mayr
(Director of Engineering)B.S. in Software Development & Gamedesign at Mediadesign University of Applied Sciences after which they became an Independent Software Development Consultant.
Philipp Heltewig
(CEO)Previously CIO of Sitecore, a leader in digital marketing solutions. Also worked at SAP and attended Harvard Business School.
Sascha Poggemann
(COO)Previously Head of Technical Development at iExergy in Germany.
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