About Us:
Intellect is a leading provider of highly configurable Quality Management Systems (QMS) software solutions for enterprises across various industries. Our software helps businesses streamline their quality control processes, ensuring compliance, improving efficiency, and driving continuous improvement. As we continue to expand, we are looking for a Senior Support Manager to lead our enterprise support operations and drive the creation of valuable content for our Intellect University.

Position Overview:
We are seeking a Senior Support Manager to lead our customer support team and manage the experience for our enterprise clients. In this role, you will oversee support delivery, ensuring our customers receive exceptional service while leading a team of support specialists. You will also take ownership of developing and curating educational content for our customer-facing university platform. You will work closely with cross-functional teams to provide solutions to complex problems, contribute to product improvements, and ensure our enterprise customers' success.

Key Responsibilities:

1. Enterprise Support Management:

• Lead and manage the enterprise support team, ensuring timely, high-quality responses to support requests.

• Oversee the resolution of complex customer issues related to our Quality Management System (QMS), ensuring customer satisfaction and minimizing escalations.

• Establish and monitor key performance indicators (KPIs) for support team performance and customer satisfaction.

• Act as an escalation point for high-priority or high-complexity enterprise customer issues, coordinating with internal teams as needed.

• Develop and maintain strong relationships with key stakeholders in large enterprise accounts, ensuring ongoing satisfaction and retention.

1. Support Ticket Management:

• Monitor and prioritize incoming support tickets, ensuring that all issues are addressed in a timely manner.

• Resolve customer tickets directly, ensuring that all issues are handled efficiently, with thorough investigation, clear communication, and a focus on customer satisfaction.

• Assign tickets to appropriate team members and provide guidance to ensure swift and accurate resolutions.

• Ensure that all support tickets are tracked and resolved within agreed-upon SLAs, and follow up with customers to ensure satisfaction.

• Continuously review support ticket patterns to identify recurring issues and develop proactive solutions to prevent future escalations.

1. Customer University Content Development:

• Lead the development and management of educational content for Intellect University, including training modules, user guides, knowledge base articles, and FAQs.

• Collaborate with product, marketing, and training teams to ensure the content is aligned with customer needs and provides value.

• Continuously update the content to reflect product updates, new features, and best practices for using our QMS software.

• Track customer feedback and engagement metrics related to university content to continuously improve learning materials.

1. Support Process Improvement:

• Analyze support trends and customer feedback to identify areas for improvement in the support experience.

• Collaborate with product development and customer success teams to ensure customer issues are addressed in future product releases.

• Develop and implement processes for effective onboarding, troubleshooting, and issue resolution for enterprise clients.

• Standardize and document support procedures to streamline operations and improve team efficiency.

1. Team Leadership and Development:

• Provide mentorship, guidance, and training to the support team, fostering a culture of customer success and continuous improvement.

• Manage staffing levels, workload distribution, and performance evaluations for the support team.

• Conduct regular team meetings to review performance, share updates, and discuss challenges and solutions.

• Foster a customer-first mindset across the team to ensure the highest level of service and support.

1. Customer Feedback and Retention:

• Develop strategies for proactively reaching out to enterprise customers to gather feedback and resolve issues before they become escalations.

• Work with the account management and customer success teams to identify opportunities for customer retention and account growth.

• Ensure the support team is aligned with the company’s goals for customer satisfaction, retention, and overall success.

Required Skills & Qualifications:

• 5+ years of experience in a senior support role, preferably within a SaaS or enterprise software environment.

• Strong experience managing enterprise-level customers and support teams.

• Exceptional problem-solving skills with a technical aptitude for understanding complex software solutions.

• Demonstrated ability to lead cross-functional teams and manage multiple projects simultaneously.

• Experience in creating and maintaining educational content, knowledge bases, or university-style training platforms.

• Excellent communication skills, both written and verbal, with the ability to communicate effectively with customers, executives, and internal teams.

• Strong analytical skills and experience with support metrics (CSAT, NPS, First Contact Resolution, etc.).

• Ability to thrive in a fast-paced, dynamic environment and adjust to evolving customer needs.

Preferred Qualifications:

• 8+ years of experience in a senior support role, preferably within a SaaS or enterprise software environment.

• Bachelor’s degree in Business, Engineering, Information Technology, or a related field.

• Experience with Quality Management Systems (QMS) or similar enterprise software solutions.

• Experience with support software tools (Hubspot, ClickUp.).

• Familiarity with creating eLearning courses or other educational content development tools (LMS, Articulate, etc.).

• Experience in the quality management or regulatory compliance sectors.

Why Join Us?

• Competitive salary and benefits package

• Work with an innovative and fast-growing company in the SaaS and QMS space

• Collaborative and supportive work environment

• Opportunities for career growth and professional development

• Flexible work hours and remote work options