Technical Support Manager

Technical Support Manager

Whisbi is how the world's biggest companies are starting sales conversations with their customers. 

Whisbi has been shortening sales cycles for large enterprises for ten years, by delivering conversational solutions that engage customers in the exact moment a sales decision occurs.

Whisbi's solutions blend voice, messaging and video communication, with AI and conversational expertise in specific industry verticals. What this means is that companies can quickly build sustainable sales flows around complex organizations and business rules. 

Global enterprises such as AT&T, Vodafone, Toyota, Hyundai and Sky trust Whisbi to coordinate their assisted and unassisted sales. Whisbi is always the channel with the highest close rate.

To cut to the chase, this is what we do: 

About the role 

As a Technical Support Lead at Whisbi, you will learn Whisbi products inside and out, and therefore you will lead technical and aptitude the support team. 

You will understand the importance of being customer-oriented and the responsive support services. We believe we're successful only when our customers thrive. You would work closely with Whisbi's Engineering, Customer Success, Partners and Product Teams. You will impact the product's evolution by providing feedback that can be integrated into future product development and have the chance to support our Enterprise-level customers in any issues related to the use of our product. 

You will work in a fast-paced environment, using a mix of technical and strong customer facing skills, with a focus on process and system refinement. You will be tasked with driving successful outcomes for our customers.

About the team

The Support team at Whisbi as a  part of the IT Team is constantly iterating, solving problems, and working together to empower our customers.

What you'll be doing on the team

  • Lead and scale a world-class customer support team
  • Hire, train, mentor, motivate and reward your team
  • Create the protocols and put in place the tools needed to grant the service and measure the department OKR’s.
  • Identify emerging issues, communicate it with the relevant team and contribute to internal and external knowledge base systems as necessary
  • Build and maintain effective internal relationships, specifically with Customer Success Managers and Engineering to help identify, report, and resolve issues quickly
  • Be hands-on and resolve customer issues as required
  • Be the point of escalation to the local teams on urgent matters.

About you

A problem solver and strategic thinker with a customer-first mentality, and a consistent record in delivering extraordinary customer support. 

Your skills and accomplishments to date should include the following:

  • You have more than 3 years of experience in relevant SaaS or cloud based companies in a Support function.
  • You have more than 1 year of experience in leading a support team for enterprises.
  • You are organized and process-oriented with ability to drive resolutions working with multiple groups
  • You have strong written and verbal communication skills.
  • You have an excellent ability to present complex technical information in a clear and concise manner to a variety of audiences; technical and non-technical
  • You are tech-savvy, with up-to-date technical knowledge (web-based)
  • You have a natural ability to solve problems, and it drives you to give the best customer experience
  • You have great listening skills, showing empathy with our customers and aiming at helping them in solving their issues
  • Last but not least, you are a great team player who likes collaborating and sharing. You like both teaching what you know and learning.

About us 

We can offer you a great culture and the following perks: 

  • Competitive salary 
  • Flexible compensation plan with tax-free benefits
  • Career progression opportunities
  • Flexible schedule
  • Fully remote work options - but we also have an amazing co-working space in the city center of Barcelona
  • Gym sponsorship
  • 23 days holiday - you choose when to enjoy them
  • Yoga classes
  • Online language classes
  • Fun environment & team: company events, celebrations, etc.

Follow us on Instagram and see what we are up to or have a look at Glassdoor to see what it's like to work at Whisbi!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Or, know someone who would be a perfect fit? Let them know!

Remote and Flexible culture!

We want to hire the best talent without any geographical restrictions.

That is why we are open to recruiting people placed anywhere. What's important for us is talent, passion, and motivation to join our team.

We have a physical office in Barcelona, Madrid and Atlanta. But all those employees located in these three cities, can either decide to go to the office or stay at home... daily, and with no limits!


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