Support Manager
Who are we?
RippleHire is an award winning recruiting platform. Made in India, Made for the world. We build products that make recruiting effortless, human and delightful.
Opportunity to build and lead the support function in a fast-growing environment.
Work with cutting-edge AI-driven support technologies.
Collaborate with cross-functional teams to improve product intelligence.
Competitive compensation and growth opportunities.
Key Responsibilities:
- Lead and manage the technical support team, ensuring timely and effective resolution of customer issues.
- Establish robust support processes to improve response times, issue resolution, and customer satisfaction.
- Support the team to investigate complex technical issues in a timely manner
- Act as the escalation point for complex customer issues, troubleshooting technical challenges, and coordinating with engineering teams when necessary.
- Develop metrics and reporting frameworks to track support performance, customer feedback, and operational efficiency.
- Work closely with Customer Success, Product, and Engineering teams to proactively address recurring issues and drive product improvements.
- Foster a customer-first culture, ensuring that every interaction enhances the customer experience.
- Drive knowledge management initiatives, including the creation and updation of FAQs, help center content, and internal documentation to improve self-service support.
- Recruit, train, and mentor the team to build a high-performance technical support function.
What We’re Looking For:
- 8-10 years of experience in technical support roles, with at least 2 years of leadership role within a SaaS or enterprise technology company, preferably in setting up and scaling the Technical support function
- Demonstrated technical expertise in backend database structure, SQL, systems integrations, APIs, web services. Should understand system architectures to help in troubleshooting.
- .Strong problem-solving skills, with the ability to handle escalations and manage critical incidents effectively.
- Proven experience in setting up support processes, SLAs, and automation tools to improve efficiency.
- Familiarity with ticketing systems, troubleshooting methodologies, and cloud-based SaaS applications.
- Strong stakeholder management and collaboration skills, working cross-functionally with product and engineering teams.
- Experience leading customer-facing teams, coaching and mentoring support engineers.
- Excellent communication skills—ability to translate technical issues into simple, customer-friendly language.
- Experience with AI-driven support tools and automation.
Proven ability to leverage support metrics and trend analysis regularly to influence product roadmaps and prevent issue escalation.
- Knowledge of applicant tracking systems (ATS) or HR Tech platforms would be a huge advantage
- Exposure to ITIL processes or certifications.
