Manager of Customer Support

Tray.ai is looking for a Senior Manager of Customer Support to build and lead a global team that delivers outstanding customer experience by resolving escalations fast, lobbying for customer-facing improvements and issues with other teams within Tray, and actively champions the customer voice to leadership in various forums. The successful candidate will draw from their deep experience in past roles as leading Support for an Enterprise SaaS-based company to design and deliver a world class customer experience for Tray.ai customers.

We believe in the power of AI and automation to unlock business potential

At Tray.ai, we build and deliver a unique low-code and AI-enabled automation platform that enterprises use to transform complex processes into scalable, adaptable workflows. Our platform isn’t just about integration, it’s about enabling our customers to love their work and automate the rest.

We are shifting the way businesses achieve transformational outcomes. Tray.ai removes the limitations that come with rigid, legacy iPaaS products and is solving for the unintended consequences of digital transformation. By freeing product leaders, business technologists and IT from tedious and repetitive tasks through automation, Tray.ai customers can unlock their full potential and create the processes that are just right for them.

Your Mission

In order to shepherd customers along their efforts to use automation to drive improved  business outcomes, Tray.ai seeks a passionate, enthusiastic and highly technical leader to further build out the Customer Support discipline. Central to this role will be building and leading a high-performance global team of product support engineers, seeking continual improvement against customer satisfaction-based metrics including issue tracking and resolution times. This person is an ever-present, persistent and empathetic voice of the customer across the organization, influencing internal stakeholders by promoting a customer-centric mindset across and promoting and engaging customer interests.

What You Will Do

A builder at heart, you will quickly ramp up by immersing yourself into the Tray.ai product on the road to being a super-user, gaining an immediate understanding of its capabilities, strengths and uses. This will be essential to appreciate what each customer is attempting and how their goals and needs match with the product offering.

As you get to know your team and inventory existing talent, you look to strengthen it by identifying strong new talent in the marketplace as well as upleveling existing team members. You know how to build a camaraderie that encourages collaboration that emanates outside the team.

You will promote a culture within the team around ever-faster issue resolution. This will require a strong team, strong process, and bringing your own technical skills and sensibilities to bear where needed. You will continually hone the team’s processes, striving to implement ever-evolving strategies for identifying and resolving customer escalations in a timely and effective manner. Operational excellence is a matter of pride for you.

You will be a present and trusted leader for your team, encouraging their growth and development. You will encourage their curiosity and expect and support them to keep apace with new product features and developments within industry around automation and AI. You treat your responsibility for the success and well-being of your team of support engineers as high priority.

You will always have a leadership presence, providing reporting and analysis on customer health, risk and growth, and present insights to the executive team to inform and determine business decisions.

You will build a strong alliance with Engineering, Security, and GTM teams as you work hand-in-hand to resolve key issues, or drive key improvements – all with customers’ needs at the forefront.

About You

• 3-5 or more years of experience leading Customer Service at an Enterprise SaaS (ideally iPaaS company)
• Previous startup experience that required you to work at a fast pace, with shifting priorities and driving results quickly.
• Ability to approach problems analytically and solve them quickly, using critical thinking and by drawing upon technical skills developed over years of experience coding or resolving technical issues
• Excellent communication skills, both verbal and written, with the ability to adapt with the right voice to customers, team members and peers
• Experience working as part of a globally distributed company, and managing globally distributed team members

Technical Skills

• BS or MS Degree in Computer Science or equivalent experience
• Solid understanding of foundational internet and cloud technologies, with significant time spent in AWS/serverless environments
• Experience across a range of Database technologies and data integration principles.
• Practiced at building software using APIs including Authentication concepts and techniques
• Knowledge and proficiency in at least one scripting language (e.g. JavaScript, Python)

The on target total compensation for this role is $160,000-$180,000 annually.