interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.
Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.
interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.
Do You Make the Cut?
As a Support Manager, you will be responsible for:
- Managing the customer support department’s day-to-day functions.
- Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promote their implementation.
- Informing the team of all new information related to products, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Affinity for multitasking with precision.
- Proven experience as a customer support specialist, preferably within a similar environment.
- Deploy and reproduce customer issues on a lab / test environment to isolate deviation in expected against deployed product feature behavior.
- Maintain and manage customer test environments for further problem replication.
- Experience working in an agile team environment and proficient understanding of code versioning tools, such as Git
- Handle escalated issues which are usually mission critical and technically complex which of include providing timely updates and analysis.
- Creating JIRA and then Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit.
- Learn the niche features while the technology to help the internal teams ramp up.
- Creating knowledge base for Product Playbook / FAQ’s
- Being a technical lead point-of-contact for stakeholders, work with them on case trend analysis for the inputs in Product Quality Review (PQR)
- Interface with the relevant business Units to identify defects and file bugs/feature requests involving the relevant development team for a fix.
- Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
- Review, investigate, and resolve complex technical member cases within the target SLAs
- Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
- Report on escalation trends, top issues, and improvement opportunities
- Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
- Effectively manage project scope by ensuring any changes to scope are documented and approved
- Lead, coach, and motivate project team members on a proactive basis
- Ability to work in flexible working hours/Shifts
Requirements
- Are extremely self-motivated
- Have a growth Mindset
- At least 3 years of experience as Manager role with a total of 10+ years of overall experience.
- Proven experience in a technical support management role, preferably in a global environment.
- Excellent communication and interpersonal skills, with a customer-focused mindset.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Passionate about the possibilities at the intersection of AI + Banking
- Strong in technical skills building L2/L3 level support system.
- Work with customers to troubleshoot and resolve complex software issues
- Would build the process for solving tickets on time
- Develop Support Processes of 24/7 availability.
- Dashboards and analytics for Business Review.
- Mentor junior engineers / developers in best practices, providing guidance for implementation strategies.
- Experience working with off-shore teams is required
- Experience working on a virtual/global team is required
- Good to have Banking domain experience
- Good to have experience in defining project KPI
At Interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.
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