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Comprehend

Real-time, cloud-based insights and collaboration for life-sciences companies.

Customer Support Manager
Redwood City, CA, US
Job Description / Skills Required

Join Comprehend and drive the future of our Customer Support team! As the Customer Support Manager at Comprehend you will be responsible for ensuring the success of our customers through responsive, competent, and friendly support. With a rapidly growing customer base, this position will demand excellent planning skills and experience growing a global support team.

Customer Support at Comprehend is a partnership with our customers that provides value through our commitment to their success. Comprehend is a flexible solution to a complex problem necessitating an agile and knowledgeable support team in order to drive high customer satisfaction. A deep understanding of our technology, its implementation, and its applications will be an essential asset in building a successful team. You will work closely with Product Management, Engineering and Customer Success to ensure efficient and scalable processes and procedures are in place to support a highly technical team of Support Engineers.

WHAT WE LIKE ABOUT YOU

You love working with customers. If they’re happy, you’re happy.
You thrive in a fast-paced startup environment and want to drive the Comprehend vision of customer satisfaction through excellent support
You have a passion for software and new technologies
You get satisfaction from teaching complicated concepts to others
You like working with and analyzing data
You are self-motivated and have strong leadership skills
You have great written and verbal communication
Your time management skills are exceptional. You don’t get stressed out just because you have multiple tasks on your plate.
You are forward-thinking in your problem solving

WHAT WILL YOU DO

Develop and manage the Customer Support Team
Drive customer satisfaction and adoption through best-in-class support
Establish cross-team processes and procedures to support an efficient and effective support team
Help users develop technical, data-driven reports and achieve their goals with Comprehend
Work with the Platform team to monitor and address infrastructure and stability issues to ensure our customers have a seamless experience
Work with Product Managers and Engineering to ensure customer concerns are heard and prioritized
Work closely with Customer Success during all phases of customer engagement to help support our customers
Measure success through internal and external quantitative metrics
Help design and develop internal tools for the Support Team

WHAT YOU’VE ACCOMPLISHED

At least 5 years of experience managing a customer support organization
Solid understanding of SQL basics
Experience with BI/Reporting tools, data analytics, graphing software
Some programming or scripting experience (java, python, bash are pluses)
Demonstrated writing ability (publishing or documentation experience)