Support Manager

We are a medical AI startup, aiming to assist the embryo grading task of the in-vitro fertilization (IVF) procedure using deep-learning-based product.

We are seeking Support manager that will be responsible for establishing Fairtility’s support team and for providing technical support to customers and resolving their issues related to the product. The individual is expected to work collaboratively with other teams, including development, customer success and product management teams, in order to ensure customer satisfaction and achievement of business goals.

• Recruit the support team according to the yearly recruitment plan
• Provide technical assistance to customers via phone, email or remote support tools
• Identify, diagnose and troubleshoot issues reported by the customers
• Escalate issues to the appropriate team when necessary and follow up until resolved
• Collaborate with other teams to identify and resolve recurring issues
• Build and maintain a knowledgebase of frequently asked questions and solutions
• Ensure timely and accurate documentation of cases in the system
• Manage and prioritize workload to meet customer SLAs
• Participate in ongoing training and development sessions to remain current with changes in the product and technology

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 5+ years of experience in technical support for SaaS products
• 2+ years of experience in managing a technical support team.
• Excellent verbal and written English with the ability to articulate technical information to non-technical users
• Good interpersonal skills, ability to work independently or in a team environment
• Ability to multi-task, prioritize and manage time effectively
• Willingness to learn and take on new challenges
• Ability to work in a fast-paced environment
• Availability over different time zones.

• Job Type: Full-time, on site (hybrid).
• Location: Pune, India.