Customer Support Manager
Greater Boston Area
1 week ago
Mentor/teach any new employees & current staff.
Spearhead training of new employees.
Maintain an up-to-date bug list & known issue section.
Communicate with our user base across all channels, such as social media, email, technical writings, etc...
Maintain an up-to-date Help Center to enable our users with the tools they need to succeed.
Work with the QA & Product teams to identify and triage bugs & user pain points.
Coordinate with QA & Product teams to ensure customer needs are represented in product decisions.
Work directly with engineers when necessary to troubleshoot bugs.
Organize & categorize tickets into bugs/known issues.
Reproduce & verify any customer complaints.