Customer Support Manager - Akool : Job Details

About Akool

At Akool, we're redefining how technology empowers creators and businesses to thrive. Our mission is to deliver cutting-edge solutions that simplify complex tasks, foster innovation, and ensure every user achieves success on our platform. Learn more at www.akool.com.

Position Summary

We are seeking an experienced Customer Success Manager to lead the charge in building a best-in-class support system for our users. This role requires someone with the expertise to design and implement processes, tools, and systems (e.g., ticketing and issue-tracking platforms) to ensure a seamless user experience. You will own the user success journey, addressing technical issues, reporting bugs, and creating a scalable structure for exceptional user support.

The ideal candidate is a hands-on problem solver with technical expertise who can quickly grasp and address user challenges, provide solutions, and collaborate cross-functionally to improve the Akool platform.

Core Responsibilities

Build & Optimize Support Systems:

• Develop and implement a ticketing system to efficiently track and resolve user issues.
• Establish workflows and processes to ensure timely, high-quality user support and resolution.

Technical User Support:

• Act as the first point of contact for technical issues, diagnosing and resolving user challenges promptly.
• Collaborate with Engineering and Product teams to report and prioritize bugs and technical problems.

Proactive User Engagement:

• Monitor user activity and identify opportunities to proactively address common challenges or needs.
• Create training materials, guides, and FAQs to empower users and reduce recurring issues.

Team Collaboration:

• Work cross-functionally with Product, Marketing and Engineering teams to align on user needs and feedback.
• Advocate for users by relaying feedback to influence platform improvements and feature development.

Data & Insights:

• Analyze support data to identify trends, root causes of issues, and opportunities for system improvements.
• Report on key metrics such as ticket resolution time, user satisfaction, and system performance.

Requirements

Experience:

• Bachelor's degree strongly preferred, Engineering or Computer Science degree a plus.
• Experience testing and documenting bugs and issues
• Knowledge of user experience techniques and best-practices
• 4+ years in a User Success, Customer Success, or Technical Support role, with at least 2 years in a leadership or systems-building capacity.
• Proven track record of designing and implementing ticketing systems and support workflows.

Technical Skills:

• Strong technical aptitude with the ability to quickly learn and troubleshoot technical issues.
• Familiarity with SaaS platforms, issue-tracking tools (e.g., Jira, Zendesk, Intercom), and CRM systems.

Communication:

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

Problem-Solving:

• A proactive, solutions-oriented mindset with experience diagnosing and resolving complex user issues.

Leadership:

• Ability to lead initiatives, implement processes, and collaborate across teams.
• Comfortable managing competing priorities in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience working in a tech startup or SaaS environment.
• Familiarity with bug-reporting and testing processes.
• Background in technical support engineering or product-related roles.

Why Join Akool?

• Take ownership of building and scaling a critical function in a growing company.
• Work with a mission-driven team passionate about innovation and user success.
• Enjoy opportunities for professional growth, learning, and leadership development.
• Competitive salary, benefits, and a flexible work environment.

If you're ready to hit the ground running and build a world-class user success system, we'd love to hear from you.

Akool is an equal opportunity employer.