Senior Manager of Support, ABBYY
Consumer Products
Salary not provided
Zendesk
Mid and Senior level
Remote in EU, UK
Digital intelligence platform
Be an early applicant
Digital intelligence platform
501-1000 employees
B2BArtificial IntelligenceBig dataDeep TechMachine LearningSaaS
Be an early applicant
Salary not provided
Zendesk
Mid and Senior level
Remote in EU, UK
501-1000 employees
B2BArtificial IntelligenceBig dataDeep TechMachine LearningSaaS
Company mission
To redefine how work is done and how processes run within organizations to give you back your time.
Role
Who you are
- Demonstrated success in managing customer support functions, particularly for high-volume, mass-market products
- Strong analytical skills, with experience using tools like Zendesk or equivalent for tracking metrics and generating insights
- Proven ability to lead and develop teams, fostering a culture of excellence and collaboration
- Experience in quality assurance and process improvement to enhance support delivery
- Exceptional customer service mindset, with the ability to manage escalations and address negative feedback effectively
- Strong interpersonal skills for building relationships across departments and with external stakeholders
- Familiarity with Verifone or similar platforms for managing purchase databases and chargebacks is a plus
- Basic understanding of product development and QA processes to contribute effectively to cross-departmental initiatives
Desirable
- 3+ years of experience in customer support
- Bachelor’s degree in Business, Information Technology, or a related field
- Experience with automation tools or self-service solutions is an advantage
What the job involves
- The Head of Mass Products is a strategic role within the Customer Support organization responsible for developing, optimizing, and executing strategies for delivering high-quality support for ABBYY’s consumer products
- This role is essential to improving customer health tracking and analyzing key performance metrics, implementing strategic initiatives that enhance the overall customer journey, and including proactive monitoring and reporting on customer health recovery
- Define and execute strategies for delivering high-quality customer support for ABBYY’s Business to Consumer Products
- Establish and refine KPIs aligned with company goals, focusing on SLA, CES, and other critical metrics
- Develop and implement internal processes to enhance support efficiency and maintain comprehensive documentation in the internal database (Wiki)
- Utilize data analytics tools (e.g., Zendesk) to monitor performance metrics, identify trends, and implement improvements
- Collaborate with stakeholders to ensure seamless management of orders in the purchase database, chargebacks, and escalations
- Lead, mentor, and inspire the support team to excel in customer interactions and overall performance
- Collaborate with the Team Lead to manage team workloads effectively and address current matters
- Support career development by identifying growth opportunities and creating development plans for team members
- Monitor and improve customer satisfaction metrics, including feedback management and response time targets
- Oversee quality assurance evaluations for support tickets to ensure high-quality interactions
- Collaborate with team members on publishing and maintaining Help Center articles, ensuring content accuracy and relevance
- Partner with QA, Development, and Sales departments to align support operations with company initiatives
- Participate in product consultations with support agents to address customer needs and share insights with other departments
- Evaluate and implement tools and technologies that streamline support operations and align with business objectives
- Identify opportunities for automation to improve efficiency and scalability
Our take
ABBYY has been pushing the boundaries of technology since the 80s, when it was founded with the launch of a digital language translation dictionary. Since then, it has evolved into a document translation and processing solution, leveraging innovations in automation and AI to help companies process and translate legal and administrative documents.
With years of experience in the automation and optical recognition sector, it is no wonder ABBYY’s clients number in the hundreds of thousands and include a number of Fortune 500 businesses. Lately, it seems the company has been bolstering its leadership team as it aims to grow revenue and continue expanding the global business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Employee endorsements
Career progression
"At ABBYY, there are loads of opportunities to jump into new projects and areas of responsibility, based on interest, experience, and aspirations...."
Funding (1 round)
Apr 2015
$6m
EARLY VC
Total funding: $6m
Company benefits
- Remote and hybrid working options
- Flexible hours
- Paid volunteering days off
- Parental leave in all our locations
- Work in an international environment, supported by some of the brightest minds in the industry
- Join an innovative brand that transforms how Intelligent Automation solves highly complex business challenges for top global companies
Company values
- Simplicity - Aspire to make things simple, there's beauty in being able to explain and understand easily
- Transparency - We trust our colleagues with knowledge and information. We know that leading with transparency drives team effort and engagement
- Respect - Above all, we show respect. We are kind to our teammates, respect others' opinions, and we listen
- Think like a customer - We look for opportunities to delight our customers
- Do the right thing - We act like everyone is watching, doing the right thing for our company, our team, and our customers
- Be a team player - We don't sacrifice the team for the individual. Each of our successes, is the success of our team and vice versa. We are #oneABBYY
Company HQ
Congress Avenue Historic District, Austin, TX
Articles
Leadership
David Yang
(Board Director)Founder at Newo, Consultant at Visier, Advisor at HR.com, and CEO and Co-Founder at Yva.ai. Previously founded iiko and co-founded Plazius.
Diversity, Equity & Inclusion at ABBYY
Weronika Niemczyk (Chief People Officer)
- Building a workforce that reflects the world: Our global team is comprised of 800+ people from 30+ nationalities, with ages ranging from 21 to 80.
- Challenging the gender gap in the tech industry: At ABBYY, we are proud of our above-industry-average representation of women in the workplace. Women at ABBYY represent over 40% of our workforce, and more than a third of our team leaders.
- Empowering our colleagues: Our colleagues are supported by our leadership team to form employee initiative groups to connect with, and represent, their community within the company. Women@ABBYY is an example of such a community.
- Flexibility for every lifestyle: We provide everyone at ABBYY with the option to work remotely or hybrid and build a work schedule that fits their lifestyle through our flexible hours policy. Additionally, as part of our Volunteer Time Off program, every ABBYY colleague can take two paid days off every year to contribute to a charity of their choice.
- Nurturing inclusivity and integrity: We hold ourselves accountable to the highest level of integrity and ethical behavior enforced by our Code of Conduct, which sets the standards for how we act at ABBYY
- Celebrating our wins, while striving for better: Over the past years, we have consistently received above industry-average scores of 8.8/10 from our employees when asked how they would rank our Diversity and Inclusion efforts, through our monthly company-wide engagement surveys.
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