Senior Manager of Customer Support

| Greater NYC Area

Machines Talk, We Listen. Augury is disrupting the billion-dollar Industrial Internet of Things market. The combination of vibration and ultrasonic sensors with powerful machine learning algorithms enables our technology to detect malfunctions before they occur. Our solution impacts the bottom line for industrial and commercial facility customers by reducing maintenance costs, energy consumption, and environmental impact.

As a Senior Manager of Customer Support, you will build, implement, and scale the global enterprise Technical Support team. As the first person on this team, you will have a direct impact on building a complex IoT support infrastructure. You will work closely with the leadership team to provide world-class customer experiences and exceed the company's objectives. 

A Day in Your Life

  • Set up, implement, and operate a lean technical customer support system (e.g. Helpdesk ticketing system, knowledgebase, onboarding guides) in a sophisticated IoT platform 
  • Create playbooks and train the Technical Support Specialist team on Augury’s current and upcoming product line, new launches, and technology. 
  • Leverage ticket reports, dashboards, and manual review to ensure issue handling processes are being adhered to as well as determine methods to improve overall issue handling quality.
  • Regularly measure the team using performance indicators to determine process, knowledge, and experience gaps among individuals and create action plans to remediate. Share findings with various stakeholders to constantly improve the customer experience. 
  • Continuously review client surveys to determine service satisfaction and areas of improvement; identify those gaps and develop and implement methods to improve them.
  • Work cross-functionally with Customer Success, Product, Reliability, Sales, Operations, and R&D teams to meet service goals and achieve service level agreements.

What You Bring

  • Experience: 5+ years of experience building and managing a tech support team and a global Enterprise support infrastructure. Engineering or technical background is preferred. 
  • People First: You love building, developing, and fostering employee growth and retention. You are passionate about consistently providing high-quality customer experiences. You build strong relationships internally and externally. 
  • Tech Savvy: You are technically adept.  You feel comfortable learning and using new technology and tools. Experience with help desk/issue resolution systems (such as Zendesk, Intercom, Aircall, Salesforce CRM). You are familiar with working with shell commands, MongoDB database, and Logentries platform to check the product logs for troubleshooting. 
  • Builder: You love building, implementing, and optimizing support/CRM tools. You are passionate about finding the best support solutions or channels to provide exceptional support to Enterprise customers.
  • Communication: Demonstrated ability to communicate complex technology to a non-technical person. 

About Us

We love creating stuff. We are passionate about building meaningful products that can change the world. Our team is a diverse group of people that breed creative thinking and are not ashamed of having fun. We are only as good as the relationships we build - we treat each other with respect, dignity, and humility. We believe that diversity fosters creativity, innovation, and learning. 

We don’t pursue the mythical work-life balance - there is only life, and Augury is a part of it.

Other Perks

  • Stock options 
  • Paid parental leave
  • Flex PTO
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • MiroDesign
    • JIRAManagement
    • SlackManagement
    • GongManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen

Location

263 West 38th Street, 16th Floor, New York, NY 10018

An Insider's view of Augury

How would you describe the company’s work-life balance?

There is only life, and Augury is a part of it. Each person owns their role, and their time. This is the reason we offer flex PTO, and are always happy to have kids (and any other form of a loved one) at the office

Keren

VP, People Operations

What are Augury Perks + Benefits

Augury Benefits Overview

Comprehensive Medical Coverage
401k plan with matching
Stock options
Paid parental leave
Flex PTO
Phone Stipend

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Team workouts
Acme Co.'s team fitness initiatives include Sponsored race teams.
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Pet Friendly
Acme Co.'s pet policy is dog friendly daily, cat friendly daily.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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