Customer Support Manager (Software Product), Kobiton

  • Ho Chi Minh City, Vietnam
  • Full-time

Company Description

Kobiton is the mobile experience platform trusted by leading organizations globally.  Our best-in-class software platform helps drive improved revenue on the mobile channel by lowering app abandonment, improving quality and reducing time-to-market. Used by over 60,000 developers and testers worldwide, Kobiton is transforming the way companies deliver mobile apps through innovative applications of Artificial Intelligence, Real-Device Testing and the industry’s first and only mobile scriptless automation solution. There's a reason the world's mobile elite choose Kobiton to deliver perfect mobile experiences for their users.

Kobiton is founded and funded by KMS Technology, a global technology company with over 1,000 resources in Vietnam and the United States. KMS has an offshore product development business and also created two other software companies in the software testing space: QASymphony (sold to Insight Partners and merged with Tricentis($100M ARR)) and Katalon (over 750,000 global users). Kobiton has the advantage of operating as its own company while leveraging the infrastructure and the strength from KMS.

Job Description

The Customer Support (CS) Manager oversees the day to day operations of the function and manage a team of product specialists in resolving customers’ tickets. The CS Manager is responsible for maintaining consumer satisfaction through optimizing the support workflow, building self-help content and coordinating the technical resources across CS and Engineering teams to provide efficient solutions for the customers.

The Customer Support Manager is also responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of the service.

Responsibilities:

  • Optimizing the tickets resolving strategy according to specialists’ skillset and allocate resources effectively to maintain the time to respond and satisfaction KPIs
  • Develop the knowledge-based content to resolve common issues
  • Handling enterprise accounts’ key contacts to ensure a proper support protocol with guidance for specialists to ensure the successful deployment of Kobiton solution for these accounts
  • Coordinate on-call troubleshoot sessions between customers and specialists.
  • Represent CS team to collaborate with Sales, Engineering, and Success functions
  • Manage, coaching, and training the specialist to improve the support service capability
  • Responsible for enabling and delivering the CS function KPIs

Qualifications

  • Experienced in leading a technical product support service function
  • Proficient with software development and testing process and methodology
  • Excellent English capability, especially verbal communication
  • Familiar with analyzing workflows and optimizing processes

Bonus Points:

  • Automation testing experience
  • Capability to work under pressure
  • Customer-first attitude
  • Logical mindset

Additional Information

Perks you Enjoy at KMS

  • Working in one of the Best Places to Work in Vietnam
  • Building large-scale & latest technology software products
  • Working & Developing with Passionate & Talented Team
  • Attractive Salary and Benefits
  • Flexible working time
  • Premium health care insurance for you and your loved ones
  • Company trip in every summer, big annual year-end party every year, team building, etc.
  • Fitness & sports activities: football, tennis, table-tennis, badminton, yoga, swimming…
  • Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,…
  • Free in-house entertainment facilities (football, ping pong, boxing, gym…), coffee (latte, cappuccino, espresso) and snack (instant noodles, cookies, candies…)

And much more, join us and let yourself explore other fantastic things!