Customer Support Manager (m/f/x)

THE ULTIMATE(.AI) OPPORTUNITY

Ultimate is the leading customer service automation platform. We help brands give great support experiences to every customer, instantly.

At Ultimate, we’re proving that support automation done right can help brands serve more customers, better. Brands use Ultimate to build their own virtual agent - their new favourite team member! - which works round the clock resolving customer requests, taking care of back office tasks and providing key insights and analytics.

Some of the best brands in the world already use and love Ultimate. We combine cutting-edge AI with beautiful, intuitive user interfaces and an ambitious, customer-first go-to-market model.

Shipping a product this good isn’t easy. That’s why Ultimate is built by some of the smartest people we know. This is an opportunity to join an unstoppable team of AI researchers, engineers, product people, marketers, sellers, conversational designers, and operators. 

We’ve just raised a $20M Series A from global investors with deep pockets and we’re growing fast. Get in at the ground floor because we won’t be here for long. 

ABOUT THE ROLE  

We are on a mission to fundamentally change how people work in customer service. It’s only natural, then, that we strive to provide world-class service to our own customers, as well. As Customer Support Manager at ultimate.ai, you’ll be an integral part of this mission from day one.

Key Responsibilities: 

• Front-line technical customer support (B2B) during business hours (email & chat). 
• Resolve all basic and intermediate customer issues (Tiers 1+2). 
• Coordinate systematic escalation and resolution of expert-level issues (Tier 3). 
• Coordinate OOH escalation process. 
• Manage contact center (email & chat) and ticketing system. 
• Manage, maintain, and expand self-help repositories (Knowledge Base, etc.). 
• Collaborate with Customer Success and Product teams to create and maintain strong feedback loops for customer insights. 

ABOUT YOU

• Minimum of 3 years total experience in a technical Customer Support role. 
• Specific experience with B2B and/or SaaS customer service is a distinct advantage. 
• Experience working with leading contact center platforms (esp. Zendesk, Salesforce). 
• Obsession with great customer experience. 
• Passion for disruptive technologies. 
• Previous experience working with virtual agents or chat bots is a plus. 
• Proactivity is in your DNA – ultimate.ai thrives on people who take the initiative. 
• Fluent in oral and written English at a native level (additional languages are a strong asset). 

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. ultimate.ai prohibits discrimination and harassment of any kind: ultimate.ai is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.