Support Manager

Root is a fast-growing tech startup and we’re on a mission to build the future of insurance.

Your mission is to ensure that our clients receive outstanding support and that, at a minimum, we are delivering against Root’s agreed service levels.

To achieve your mission you will oversee the client support team’s day-to-day functions, drive 1st line client experience and manage your team’s output.

In this role, you are the primary routing point for all inbound queries and requests, resolving them yourself or within the support team, alternatively relaying them to the relevant teams in the company and tracking their accurate and speedy resolution. You will work closely with the Client Success Managers, Professional Services, Product and Engineering teams to ensure the highest level of client satisfaction.

Your contribution extends to ensuring that we’re building strong relationships with our clients, that they win on Root and stay evangelists.

**️ What you'll do**:
**User Experience**
- Client tickets are supported and delivered against key Support indicators: CSAT, Response, Restore SLA’s
- Manage incidents: be the client facing contact person and communications port to clients in the event of incidents.
- Drive the follow-up and feedback life-cycle on open client issues that have been escalated to other Root departments
- Build effective client relationships alongside client success and product teams.
- based on careful thought and analysis (e.g. by testing different scenarios or use cases).
- Drive the process to build out the Root Knowledge Base and facilitate more self service opportunities for clients.
- Regular product and feature training to clients.

**Internal Support**
- Ensure client success managers have the support they require to support their function and deliverables to our clients. IE Providing incident updates and follow-ups.
- Work alongside Product and Engineering to manage incidents against Root SLA’s
- Useful client feedback is shared with our Product, Sales and Content teams.
- Common feature requests and workarounds are shared back to relevant teams to help drive continuous improvement.
- Provide Weekly, Monthly and Quarterly support reporting, displaying trend and performance of the Root support team. (This includes providing Client Success with Support data for client business review meetings)
- Product bugs are reported in a useful and actionable format to the respective teams
- Monitor platform alerts, investigate and take appropriate action to restore service and escalate appropriately

**Root Competency & Team Management**
- Gain a solid expert understanding of the Root products and platform
- Understand our client’s products and solutions to engage and assist the support team and our clients
- Manage team performance against key indicators: CSAT, Response, Restore etc
- Coach and train the client support team to elevate the overall level of support being delivered.
- Provide input and guidance to the team where necessary in delivering our promised service.
- The team applies Root’s principles and practices to their work.
- The team operates in accordance with industry best-practices and guiding principles.
- Our support management system (Zendesk) is well managed, with optimally automated processes and data capturing configured.

**We are looking for someone with**:

- 5+ years professional client support experience
- Familiar and proficient with helpdesk software like Zendesk from a Admin perspective
- Atlassian (Jira and Confluence) knowledge is beneficial
- Prior experience in providing support in a SaaS platform environment
- Advanced troubleshooting and multi-tasking skills
- Client service orientation
- Patience when handling tough cases
- Problem solver - able to get to the heart of a problem, identify possible causes and find a solution
- Articulate - easily able to get their point across effectively to every client and to effectively transfer knowledge in a training context
- Adaptable - follows the rules, but knows when to go off-script to meet a client’s needs
- Excellent verbal and written communication skills (able to perform client meetings and produce client reports)
- Experienced at managing and delivering on service levels
- Strong analytical skills, pertaining to service desk metrics and service desk data

**Who we are**:
Our mission is to enable innovation in insurance by building the infrastructure required to reach the future of insurance. We are striving to be the global API standard for insurance.

*** Root Values**:

- **Lead by example**:“Lean in, take charge, and always set a positive precedent.”
- **Exceed expectations**:“Know your customer to delight your customer.”
- **Rally as one team**:“Put aside egos and personal agendas to triumph as one.”
- **Own the mission**:“Your job is not done until the job is done.”
- **Rise to the challenge**:“Meaningful change requires meaningful effort and the courage to make