Aera Technology is the Decision Intelligence company. We deliver innovation and services that enable enterprises to operate sustainably, intelligently, and efficiently. Our platform, Aera Decision Cloud™, integrates with your existing systems to digitize, augment, and automate decisions in real time. Aera helps enterprises around the world transform decision making – delivering millions of recommendations that have resulted in significant revenue gains and cost savings for some of the world’s best-known brands.
Aera is seeking an exceptional Customer Support Director who will be responsible for managing and growing our global Customer Support team. In this role, you will lead a team of talented developer support engineers across multiple locations (Mountain View, CA; Pune, India; Bucharest, Romania) to provide world-class support experience to our customers and partners. The successful candidate for this position will have strong internal and external communication skills, with a solid track record of managing conflicting priorities, exhibiting strong judgment and leadership skills. Additionally, the candidate should possess an utmost sense of urgency and a can-do attitude when navigating customer issues. As customer support director, you will be responsible for recruiting, training, and managing engineers to ensure timely front-line incident triage and resolution. You will have the opportunity also to improve and deploy next generation customer support processes and systems to scale our support function to the growing Aera ecosystem.
The ideal candidate is based in the Central or Eastern US and will report to our VP of Customer Success and VP of Operations.
Responsibilities
- Set up people, processes and systems to deliver on support services globally and with respect to SLA's
- Build customer support knowledge and management of database
- Maintain support team certification and proficiency with latest Aera product releases
- Measure, analyze and report Customer Support performances
- Responsible for handling global escalations
- Scale team to deliver Customer support services – Standard support, Developer's support and Premium support
- Increase team productivity with constant training, knowledge management and tooling
- Reduce number of escalations to zero with proactive and responsive support action plan
- Monitor KPIs including number of escalations, team productivity and number of tickets solved by customer support
About You
- 12+ years with 5 or so in Customer Support management
- Bachelor's degree in STEM field; IT/Computer science preferred
- Experience as a Software engineer/developer, Customer Support Engineer and/or DevOps Engineer
- Excellent in Customer-facing positions, People management, Software support processes, Software development
- Customer centricity, sense of urgency, strong written and verbal communication skills, composed/poised under pressure
- Experience with Zendesk, ServiceNow, Jira, Confluence, BitBucket or equivalent
- Fluent English (spoken and written)
Nice to Haves
- Experience working in a start-up software company is a strong advantage
- Expertise in Business Intelligence software preferred
- Spanish speaking a plus
If you share our passion for building a sustainable, intelligent, and efficient world, you’re in the right place. Established in 2017 and headquartered in Mountain View, California, we're a series D start-up, with teams in Mountain View, San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune (India), and Sydney (Australia). So join us, and let’s build this!
Aera Technology is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, Aera Technology will consider for employment qualified applicants with arrest and conviction records.
Benefits Summary
At Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive medical, vision and dental plans, a 401K plan, flexible paid time off, remote work reimbursement, generous parental leave, and much more. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance. When you’re working from the office, you’ll also have access to a fully-stocked kitchen with a selection of snacks and beverages.
