Wiza, Inc.
Technical Support Manager at Wiza
Job Description
Take the lead for technical support at Wiza as the Technical Support Manager. Oversee the end-to-end support process, ensuring customer satisfaction for the PLG user base while enhancing operational efficiency.
In this role, you will manage all aspects of the support function, focusing on customer inquiries, billing operations, and user education. Your authority will extend to improving AI-driven processes, crafting automations, and maintaining the help center. With a clear aim to enhance customer experience, you will set service quality standards and optimize support workflows.
Key Responsibilities:
• Own end-to-end support for all PLG users
• Manage billing operations including refunds and escalations
• Maintain and review help center articles regularly
• Drive customer education via proactive outreach
• Identify and resolve systemic issues effectively
Requirements:
• 2-4 years in customer-facing support at a SaaS company
• Experience with Intercom and F...
In this role, you will manage all aspects of the support function, focusing on customer inquiries, billing operations, and user education. Your authority will extend to improving AI-driven processes, crafting automations, and maintaining the help center. With a clear aim to enhance customer experience, you will set service quality standards and optimize support workflows.
Key Responsibilities:
• Own end-to-end support for all PLG users
• Manage billing operations including refunds and escalations
• Maintain and review help center articles regularly
• Drive customer education via proactive outreach
• Identify and resolve systemic issues effectively
Requirements:
• 2-4 years in customer-facing support at a SaaS company
• Experience with Intercom and F...