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For Companies At a Glance
- Tasks: Be the go-to person for customer support and product insights.
- Company: Join a dynamic team focused on enhancing user experience in tech.
- Benefits: Enjoy remote work flexibility and opportunities for professional growth.
- Why this job: Make a real impact by bridging users and product teams while working globally.
- Qualifications: 3+ years in customer success or support, strong communication skills required.
- Other info: Ideal for those passionate about tech and user engagement.
The predicted salary is between 36000 - 60000 £ per year.
Role: Customer Success Manager / Technical Product Support Manager
Location: UK - Remote
Duration: 12 Months - Possible Extension
Job Overview:
Our client is seeking a Customer Success Manager / Product Support Manager to serve as the key link between product, engineering, and user communities. In this role, you will ensure that customer feedback, technical issues, and feature requests are addressed effectively while helping enhance overall product experience and satisfaction.
Key Responsibilities:
- Respond promptly to support requests via email, chat, forums, and social channels.
- Analyze, categorize, and prioritize user issues and feature requests using internal tracking tools.
- Assist users with product usage, API issues, and feature understanding.
- Communicate customer feedback and product insights to engineering and product teams.
- Create and maintain detailed reports highlighting key support trends, metrics, and opportunities.
- Support customer engagement across Mapillary forums, social media, and ticket systems.
- Collaborate with globally distributed teams across time zones.
- Improve and update self-help and product documentation.
- Troubleshoot product-related issues and ensure timely resolution in coordination with engineering.
Required Qualifications:
- 3+ years of experience in Customer Success, Support, or a related function.
- Strong written and verbal communication skills in English.
- Comfortable working flexible hours for cross-time zone collaboration.
- Self-starter with strong problem-solving skills and ability to work independently.
- Familiarity with support platforms (e.g., Zendesk, Intercom, or similar).
Preferred Qualifications:
- Background in GIS, geospatial technology, or similar fields.
- Experience with OpenStreetMap or other open data communities.
Contact Detail:
US TECH SOLUTIONS LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - (Product Support )
✨Tip Number 1
Familiarise yourself with the tools and platforms mentioned in the job description, such as Zendesk or Intercom. Having hands-on experience or even a basic understanding of these systems can give you an edge during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in a remote setting. Practice articulating your thoughts clearly and concisely, as you'll need to convey customer feedback effectively to various teams.
✨Tip Number 3
Research the company’s product and its user community. Understanding the product's features and common user issues will help you demonstrate your knowledge and enthusiasm during discussions.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Success Manager - (Product Support )
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success or technical support. Emphasise your problem-solving skills and any familiarity with support platforms like Zendesk or Intercom.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about customer success and how your background aligns with the role. Mention specific experiences where you've effectively communicated customer feedback to product teams.
Showcase Communication Skills: Since strong written and verbal communication skills are essential for this role, consider including examples of how you've successfully engaged with customers or collaborated with teams across different time zones.
Highlight Technical Proficiency: If you have experience with GIS or geospatial technology, make sure to mention it. Discuss any relevant projects or roles that demonstrate your understanding of these fields, as they are preferred qualifications for the position.
How to prepare for a job interview at US TECH SOLUTIONS LIMITED
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is key. Be prepared to demonstrate your ability to convey complex technical information clearly and concisely. Use examples from your past experiences where you successfully communicated with customers or teams.
✨Familiarise Yourself with the Product
Before the interview, take some time to understand the product you'll be supporting. Familiarity with its features and common issues will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you've resolved customer issues or improved user experience, and be ready to discuss your thought process and actions taken.
✨Highlight Your Experience with Support Tools
Since familiarity with support platforms is required, be sure to mention any experience you have with tools like Zendesk or Intercom. Discuss how you've used these tools to manage customer interactions and track issues effectively.
