Senior Technical Support Manager, NiCE Cognigy
Product Support
Enterprise conversational AI platform
Job no longer available
Enterprise conversational AI platform
201-500 employees
Job no longer available
201-500 employees
Company mission
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. This trend has accelerated in recent years, with many other services going virtual and digital.
NiCE Cognigy is at the forefront of this trend, delivering a set of low-code tools to help enterprises integrate more AI into their customer service processes. As AI has developed, so has the company's suite, and it has launched new features such as AI agents for sales and marketing interactions.
Formed from the acquisition of Cognigy by NiCE, the company has raised substantial funding over the years to accelerate its product development and support its geographic expansion. With the artificial intelligence boom far from over, NiCE Cognigy has consistently been recognised as a leader in agentic AI, with breakthrough products expected to be released over the next few years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jun 2024
$100m
SERIES C
Feb 2022
$15m
SERIES B
Total funding: $167.7m
Company benefits
- Virtual stock options plan to top performers
- Attractive and performance-oriented salary
- Flat hierarchies and the possibility to shape the organization
- Flexible working hours and ability to work remotely in the UK
Company HQ
Düsseldorf-Hafen, Düsseldorf, Germany
Leadership
Benjamin Mayr
(Co-Founder, Vice President & Head of Architecture)Earned a BS in Software Development and Gamedesign at Mediadesign University of Applied Sciences. After this, they became an Independent Software Development Consultant.
Philipp Heltewig
(Co-Founder & General Manager)Previously CIO of Sitecore, a leader in digital marketing solutions. Also worked at SAP and attended Harvard Business School.
Sascha Poggemann
(Co-Founder & COO)Previously Head of Technical Development at iExergy in Germany.
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