Senior Technical Support Manager (Product Support)

About Cognigy

Cognigy is revolutionizing the customer service industry by harnessing the most cutting-edge AI technology on the market. Its award-winning solution Cognigy.AI, empowers businesses to deliver exceptional service that is instant, personalized, in any language and on any channel. Cognigy is shaping the future of customer service, creating AI Agents by perfectly combining Generative and Conversational AI to increase customer satisfaction and actively support employees in real-time.

Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

Why you’ll love working at Cognigy - our promise to you

We empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be leading the automation of conversations to make life easier for everyone.

We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust – always! It’s no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts

Team, Trust, Transparency, Technology.

Your new role - Senior Technical Support Manager (Product Support)

Location - Germany

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.
Responsibilities

Team Leadership and Development

• 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.

Operational Process Design and 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.

SLA and KPI Management

• 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.

Customer Satisfaction and Service Quality

• 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.

Resource and Tool Management

• 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.

About you

• 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

Life at Cognigy - What we offer you

We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include

• Attractive and performance-oriented salary
• Company Pension Scheme
• 25 days paid leave, plus 5 floating days, plus public holidays
• Unique opportunity to help build and shape the company, with little hierarchy
• Flexible working options
• Colleague recognition, reward and celebration events
• Global Employee Assistance Program
• ClassPass membership, giving you access to a variety of fitness and wellness experiences
• Ongoing learning and development opportunities, including LinkedIn Learning
• One paid ‘Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice
• Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more

Equal Opportunity Employer Statement - Cognigy does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.