Support Manager

Are you ready to lead and shape the support operations of a dynamic tech startup? This is your opportunity to make a significant impact on how we assist our customers and drive our business forward. Join Enso Connect as a Support Manager and be a key player in our journey of transforming customer support in the tech and hospitality industry.

**What we do**

Enso Connect is a dynamic guest experience platform for vacation rentals and boutique hotels that seamlessly plugs into property management systems and helps personalize and monetize interactions all along the guest journey.

From upsells, guidebooks, smart lock-connected contactless check-in, white-labeled guest verification, AI-driven multi-channel messaging, and more, Enso Connect navigates guests through an effortless digital journey.

With “If this then that” capabilities, Enso Connect is the Zapier of hospitality. We connect all the tools you already love and use, allowing you to better manage the operational complexity of a scaling hospitality business while increasing profit per guest.

We are growing fast, and we want you to be a part of that growth!

**Who You Are**

We are in search of an experienced and dedicated Support Manager who possesses a deep understanding of customer support dynamics in the tech startup environment. If you have a proven track record of managing customer support teams and thrive in a fast-paced, innovative setting, this role is tailor-made for you.

**Responsibilities Include:**

– Answering and escalating support tickets promptly to ensure timely resolution.
– Creating support tickets in Jira using Intercom for effective issue tracking and management.
– Setting up Intercom to scale our business and optimize customer support workflows.
– Triaging and reporting on support metrics to identify areas for improvement.
– Creating automations and procedures to streamline and automate support processes.

**Working Schedule:**

– The successful candidate must be flexible to accommodate the operational needs of a global tech startup.
– Availability for periodic meetings and collaboration across different time zones may be required.

**Qualifications:**

– 3-5 years of hands-on experience in customer support within the tech startup landscape.
– Must have a strong proficiency in using Intercom for support operations.
– Proven ability to manage and lead support teams effectively.

**Nice To Haves**

– Previous experience in scaling support operations for a growing tech startup.
– Familiarity with implementing automation in customer support processes.
– Knowledge of Jira and other relevant support tools.

**Why Us?**

– We are a dynamic and innovative company that is dedicated to making a positive impact in the hospitality industry. Our team is made up of passionate and dedicated individuals who are committed to driving change and pushing boundaries. We offer a collaborative and dynamic work environment that encourages creativity and growth.
– Our company is known for its industry-leading technology
– By joining us you will have the opportunity to work on meaningful projects, be part of a culture that values your contributions and have access to ample resources and training to help you achieve your professional goals.

*Enso Connect is committed to creating a diverse environment and is an equal-opportunity employer. Enso Connect does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.*

**Application Process**

– To apply, submit your resume and a 2-minute video presenting why you are the ideal candidate for this role to Click to view.