Support Manager

About Us

Auditoria.AI is revolutionizing the Finance departments of Fortune 1000 companies with Generative AI-based SaaS agents. We are the only company in this space with multiple years of production-grade experience with LLMs, and our state-of-the-art platform is integrated with key financial applications and corporate email systems in companies worldwide.

Our investors include Workday, the 60+ Billion dollar company recognized for its Responsible AI approach in cloud-based applications for Finance and HR; KPMG, the Global System Integrator with the highest Glassdoor reviews for professional services; and top Silicon Valley venture firms such as Venrock, Neotribe Ventures, B Capital and others.

The Opportunity for You

We’re looking for dynamic and experienced talent to join our Support team as a Support Manager. This role is expected to come onboard in a player / coach role, be hands-on, and be front-line, working on support issues directly with Auditoria customers and partners. 

The Support Manager reports to and will work closely with the VP of Customer Success on redefining and maintaining repeatable and measurable support processes, runbooks, and FAQs to build and scale a high-performing next-gen support organization, delivering exceptional customer service and closely collaborating with diverse, dual-based teams (US, India) in product, engineering, and customer success as the bridge with the customer.

The ideal candidate has strong experience in directly supporting SaaS/ERP applications, knowledge of generative AI-driven technologies, coupled with knowledge of the accounts receivable and accounts payable functions of the Office of the CFO. 

This is an excellent opportunity for someone with a passion and strategic vision to build and mature an AI-enhanced support organization and operations, a strong customer-focused mindset, and the technical expertise to triage and resolve customer inquiries in exciting and evolving fintech and AI industries.  

Key Responsibilities:

• Customer Support Operations
  • Provide expert-level support and guidance for issues to resolve customer inquiries effectively and efficiently.
  • Oversee day-to-day support operations, ensuring timely and high-quality responses to customer queries across channels.
  • Define, monitor, analyze, and report on key performance metrics (response time, resolution time, productivity, CSAT, NPS, etc.) to assess and improve service levels.
  • Develop/maintain processes, operating procedures, FAQs, and AI-driven support tools (chatbots, automated response systems, knowledge base creation, etc.) that enhance and streamline support engineer productivity and customer satisfaction.
  • Continuously evaluate and optimize the use of AI in support, ensuring the balance between automation and human touch for complex inquiries.
  • Have knowledge and proactively mature support practices to align and support regulatory compliance mandates around customer data security and privacy.
• Technical Expertise and Knowledge Management
  • Develop and maintain a deep understanding of the Auditoria platform, its features, and its applications for our customer end users in the Office of the CFO.
  • Maintain and update a comprehensive knowledge base to empower customers and the support team with self-service options and technical resources.
  • Collaborate with product and engineering teams to stay current on product updates and ensure the support team is trained on new features and improvements.
• Customer Advocacy 
  • Work closely with customer success, product, and engineering teams to identify recurring issues and enhancement requests.
  • Lead root-cause analysis for critical incidents and outages, communicating resolutions and updates to customers promptly and professionally.
• Team Leadership & Management
  • Assist with recruiting, training, and developing a skilled, high-performing support team that delivers an outstanding customer experience while meeting SLAs.

Required Skills & Qualifications:

• Education: Bachelor’s degree in Computer Science, Business, or a related field; advanced degree or certifications in AI, machine learning, or fintech are a plus.
• Experience: 5+ years in a support role, ideally within SaaS, AI, or fintech environments, with at least 1 year in a leadership position; hands-on experience in a direct support role, working in a highly fast-paced startup environment.
• Technical Skills: Strong practical knowledge of Support platforms (Salesforce, Zendesk, etc.) to be able to configure and maintain the Support platform and build metrics and dashboards 
  • Working knowledge of SaaS platforms, Google Workspace / O365; knowledge of JIRA, Confluence, Notion
  • Knowledge of Workday Financial Management or other ERPs is a plus
• Customer Focused: Proven track record of driving customer satisfaction and advocacy, with excellent problem-solving and technical triaging skills.
• Analytical Skills: Ability to analyze data and KPIs to identify trends, measure success, and make data-driven decisions.  Expertise with Excel and other data analysis applications is a plus.
• Communication: Excellent verbal and written communication skills, with the ability to translate complex technical issues into customer-friendly language in consumable formats.

Preferred Qualifications:

• Experience with AI-driven support solutions and chatbots.
• Strong understanding of generative AI technology and its applicability to the Office of the CFO business use cases

What We Offer

• A collaborative, innovative, and customer-focused company culture.
• Work closely with leadership and colleagues who have grown and scaled other companies through acquisitions and IPOs and are alumni at highly rated higher education institutions globally.
• Competitive salary, performance bonuses, and comprehensive benefits.
• Opportunities for career growth and professional development in AI and fintech.

Location

North American timezones preferred