Support Engineering Manager (Remote)

Ada Support

Canada
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/28/2021
  • Website: www.ada.support
  • Company Address: 96 Spadina Ave, Toronto, Ontario CA

About Ada Support

Ada's AI-powered platform enables enterprise businesses around the world to automate an incredible customer experience that saves time, reduces cost, and strengthens support. Our industry-leading clients like Telus, Upwork and Shopify, trust us to harmonize humans and AI to deliver instant, empathic, and effortless customer engagement.

Job Description

We’re Ada. We’re an ambitious team based out of Toronto that enables businesses around the world to provide incredible customer service. Our AI-powered platform has automated more than 120 million+ conversations for companies like Shopify, TELUS, Upwork, and Zoom – and we’re just getting started.
 
You can learn more about the founding of our company here. Just as the field of machine learning continues to advance, so do we. And it is the passion of our people and dedication to our craft that continues to drive our dramatic growth.
 
We are inspired every day by the opportunity to pioneer a new industry, and welcome those who want to join us.
 
As a Support Engineering Manager, you will be leading the next stage of our Support Engineering team development. You will be accountable for delivering against the team’s SLAs and KPIs while defining and delivering world-class support to our clients. You will be a trusted partner to our Automated Customer Experience consultants and a coach and mentor to your team members.

About You

    • You have 5+ years of experience in technical support delivery with B2B SaaS companies.
    • You have experience managing technical client-facing teams in a globally distributed environment.
    • You have a deep passion for and experience with operations with proven experience of translating operational insights into business outcomes.
    • Demonstrate strong communication and influencing skills, including managing stakeholders at all levels and explaining technical concepts to non-technical audiences.
    • You manage competing priorities transparently.

Technical Competencies

    • Hands-on experience using Postman.
    • Hands-on experience in web development.
    • Hands-on experience parsing application logs and databases to troubleshoot product issues.
    • Working knowledge of Application Programming Interfaces (APIs), Software Development Kits (SDKs), and the Software Development Lifecycle (SDLC).

Outcomes

    • Lead and direct your technical support team while collaborating with other leaders at Ada.
    • Ensure that SLAs and other operational metrics are met with a drive toward exceeding and maintaining the high standards.
    • Coach, mentor, and inspire your team members to grow personally and professionally.
    • Become an Ada product expert and utilize your knowledge to drive product innovations based on the patterns your team observed to make our clients’ experience better.
    • Work closely with the Customer Success teams to maintain alignment on operational discipline and standards for support.
    • Support organization with goal setting and cross-functional relationships.
#LI-RD1
 
About Us
 
Ada is a rapidly growing digital first company in a thriving AI ecosystem. We optimize our communication, collaboration and generally, the way we work for the digital world instead of in-person. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role.
We are backed by world-class investors, including Accel, FirstMark, Bessemer Venture Partners and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company. Our work is rooted in authenticity, courage, empathy, and simplicity. We use these values to create a culture that encourages groundbreaking results, career progression, and community investment.
 
Ada is an equal opportunity employer. In fact, diversity is what drives our success – it’s at the core of how we hire, communicate, and work. Like our Platform, we are inclusive to all, and combine our diverse backgrounds, skill sets and thinking to build the best experiences for our clients and their customers.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.