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Tech Support Team Manager at Kontakt.io - lead expert-level support professionals, drive customer experience & improvement
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Tech Support Team Manager
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Job Location
Job Summary
Kontakt.io is seeking a Tech Support Team Manager to lead a team of expert-level support professionals. The ideal candidate will have 5+ years of experience in technical support and management, strong technical skills, and excellent communication skills. They will be responsible for building and managing the team, providing world-class customer experiences, and driving continuous improvements to the customer support playbook. The position offers attractive salary with stock options, a fast-paced and dynamic startup environment, and flexible working hours.
Kontakt.io is building the platform that care operations run on.
We reduce waste, cut costs, and improve revenue by improving throughout asset utilization and staff productivity. Our platform uses AI, RTLS, and EHR data to enable self-learning agents to automate workflows, adapt in real time, and orchestrate all of care delivery operations. Easy to deploy and scale, it gives a clear picture of spaces, equipment, and people, eliminating inefficiencies and enhancing the patient experience. With measurable 10X ROI and over 20+ use cases, Kontakt.io is the go-to platform for better and faster care delivery operations.
We are looking for an enthusiastic rockstar leader who will be in charge of building and leading a team of expert-level support professionals. The person will play a key role in the next stage of Kontakt.io's growth by providing a world-class customer experience and ensuring our users get the best out of the solutions we deliver.
Your work will include:
- Building and managing a team of technical support professionals;
- Going above & beyond to provide world-class customer experiences, resolve customer inquiries, and overall put our customers first, providing continuous customer value;
- Driving and making continuous improvements to the Kontakt.io customer support playbook;
- Managing SLAs (Service Level Agreements) across the portfolio and maintaining a high level of customer relations through responsiveness and focus on ensuring customer satisfaction;
- Implementing workflows and best practices;
- Maintaining strong product knowledge in the team;
- Identifying systematic issues and working with engineering and product management;
- Providing regular status reports to internal stakeholders and external customers;
- Conducting defined processes and solutions, such as compliance with escalation procedures and customer support processes;
- Managing support system integrations with our leader national accounts;
- Engaging with broader team members to identify and resolve technical issues;
- As needed, occasional customer-based travel (<10%).
Job Requirements:
- 5+ years of experience in a help desk or technical support role;
- At least 2 years of experience in a management or leadership role, ideally in an RTLS focussed environment;
- Strong technical skills and knowledge of software and hardware troubleshooting;
- Experience with customer service and support software, Zendesk or ServiceNow are preferred;
- Understanding how API integrations work;
- Proven ability to lead and manage a team of technical support professionals;
- Proven ability to prioritize and manage multiple tasks simultaneously;
- Experience in recruiting, mentoring and coaching team members to improve their skills and performance;
- Experience in creating and implementing standard operating procedures (SOPs) to improve support processes;
- Strong communication skills, both verbal and written.
- Strong customer service skills and ability to communicate effectively with clients;
- Proven ability to handle customer complaints and resolve conflicts in a timely and professional manner.
- Ability to analyze data and identify trends and patterns to improve help desk performance;
- Ability to work with data to create reports and identify areas for improvement.
- Ability to work in a fast-paced, high-pressure environment;
- Willingness to work outside regular business hours and be on call for emergencies;
- A positive attitude and strong work ethic;
- A commitment to providing excellent customer service and support;
- A willingness to learn and stay up-to-date with new technologies and support processes.
Preffered:
- Background in wireless systems
- A Bachelor's degree in Computer Science or a related field
We offer:
- attractive salary with stock options (ESOP)
- fast-paced and dynamic startup environment, flat structure
- work with cutting-edge technologies
- collaborative and self-organised environment
- flexible working hours
- remote work anywhere from the East Coast
- private medical care
- cafeteria system (including Multisport card)
We Make Things Easy
Easy to Use. Simplicity is harder than complexity. Each of our apps focuses on a single user and a specific problem. We create solutions for everyone to help them get things done.
Easy to Buy. We simplify pricing with a single, per-bed or per-room model that encompasses all the necessary products and services to achieve your desired outcomes.
Easy to Deploy. Using AI, cloud, and mobile technologies, our equipment autonomously communicates and validates itself without the need for human intervention, cutting deployment time from months to weeks or even days.
We Deliver Fast Outcomes
Industry’s #1 Time To Value. We accelerate your ROI and deliver positive outcomes to users faster than anyone else, thanks to how easy things work with our AI- and cloud-based platform.
Delivered As A Service. Delivering everything from devices to apps to support, our as-a-service model allows you to add new use cases with a simple click. Gain agility and speed like never before.
Outcome Driven. We deliver outcomes, not boxed equipment. From on-site installation to monitoring, all the way to service-level agreements, our approach is uniquely designed to ensure the outcomes you need.
We Ensure Unmatched Scalability
Priced for Scaling. We offer scalable pricing, regardless of your project size. Enabling our customers to create value cost-effectively is a key element of our success.
A Platform for Scaling. Lower TCO, quicker adoption of new use cases, extensive cloud scalability, and future-proofing your IT investments are among the many reasons why Kontakt.io is right for you.
Managed for Scaling. SOC-2 and HIPAA compliant, our platform integrates with your wireless and security infrastructure, allowing you to use your current IT network with confidence and uninterrupted functionality.
