At a Glance
- Tasks: Lead and mentor a dynamic customer support team while solving complex technical challenges.
- Company: Join CodeRabbit, an innovative company revolutionising human-machine collaboration.
- Benefits: Enjoy competitive salary, equity, benefits, and professional development opportunities.
- Other info: Collaborative environment focused on innovation and personal growth.
- Why this job: Make a real impact by bridging cutting-edge AI technology and customer success.
- Qualifications: 3+ years managing technical support teams and excellent communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
About CodeRabbit
CodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality.
Role Overview
At CodeRabbit, we seek an exceptional, enterprising, customer-focused Manager of Customer Support to lead our growing customer support organization in the EMEA theatre. As the manager of the EMEA Customer Support team, you will use your deep experience to recruit and coach Level 1 and Level 2 support specialists. You will thrive on untangling complex technical challenges to ensure our customers get the most from our AI-powered code review platform. You and your team will be the bridge between our cutting-edge AI technology and our customers, the innovative software engineers who rely on us. You will be a champion for our customers – a leader who goes above and beyond to ensure our customers are getting the most out of their investment in CodeRabbit.
Key Responsibilities
- Recruit and manage Level 1 and Level 2 customer support teams
- Mentor customer support team members through training and coaching
- Build and own customer support systems, processes, and interactions
- Be the Voice of the Customer internally: champion the customer and customer issues
- Work directly with our customers to troubleshoot, debug, reproduce, and resolve complex technical issues
- Educate customers on CodeRabbit best practices to ensure they achieve maximum value with our products and services
- Analyze and report on the existing customer base and customer issues
- Define and inspire changes to our product in collaboration with our product engineering team based on feedback from customers and your experience in the field
- Develop and contribute to internal and external knowledge bases to help drive continuous improvement in everything we do
- Improve the serviceability of the product by testing new features and developing tools to scale our deployments and automatic support infrastructure
- Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis
Qualifications
Great candidates often have these qualifications:
- At least 3 years of experience managing technical support teams or other technical teams in a customer-facing role
- At least 10 years of overall experience in technical support, software engineering, or other technical or customer-facing fields
- Excellent written and verbal communication skills – you are able to work with a wide variety of geographically distributed customers and solve their problems
- Customer Obsession: a passion to deliver a high-quality customer experience
- Deep experience with modern ticketing and customer support systems
Nice to Have
Great candidates may also have one or more of these qualifications:
- Proficiency in at least one programming or scripting language
- Experience with code review processes and tools
- Familiarity with observability, RCA, and debugging practices and tools
- Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor
- Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery)
- Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field
Our Values
- Collaborative Humans: Prioritizing collective intelligence
- Fearless Innovators: Turning obstacles into growth opportunities
- Persistent Passionate Developers: Thriving on complex, long-term challenges
- Impact-Driven Creators: Crafting intuitive tools for developers
- Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world
What We Offer
- Work on cutting-edge technology with real-world impact
- Collaborative and innovative environment
- Competitive salary, equity, and benefits
- Professional development opportunities
To apply, please submit your resume. CodeRabbit is an equal opportunity employer, committed to diversity and inclusion.
Manager of Customer Support, London employer: CodeRabbit, Inc.
At CodeRabbit, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Manager of Customer Support in London, you will have the opportunity to lead a dynamic team while working with cutting-edge technology that has a real-world impact. We offer competitive salaries, equity, and professional development opportunities, ensuring that our employees grow alongside our mission to revolutionise software development.
StudySmarter Expert Advice🤫
We think this is how you could land Manager of Customer Support, London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CodeRabbit, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CodeRabbit, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager of Customer Support, London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CodeRabbit, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at CodeRabbit, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CodeRabbit, Inc.!
How to prepare for a job interview at CodeRabbit, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
