Job Details

Description

The Manager of Support is a senior leadership role within the Vetspire Technology Team, responsible for overseeing the Vetspire support function—a service that is critically important to our clients and essential to the success of the Vetspire platform. This role is tasked with developing and implementing the strategy, structure, protocols and reporting for a robust and scalable support function. The ideal candidate will lead the creation of a high-performing, responsive, and motivated team with clearly defined objectives and performance metrics. ESSENTIAL JOB FUNCTIONS

• Build / maintain a support team / practice that supports the Vetspire platform
• Day to day scheduling of support team to align with support requirements and volume. Extending support hours and adjusting schedules where applicable / required.
• Apply AI technologies to improve the support process
• Set and maintain Support KPI's and report (weekly) to ensure operational effectiveness / optimization and tracking
• Generating / creating support knowledgebase that supports team and can also be used to feed Ai Chat bot
• Formulate strategies to increase productivity and implement ways to improve support responsiveness and accuracy
• Assignment and monitoring of VIP clients tickets / issues and ensuring appropriate responsiveness and follow up.
• Team / resource management – including individual career plans , specific support training and team meeting to review past performance and discuss strategically future changes

INNOVATION & STRATEGY

• Exploration of AI technologies and the application to the support vertical
• Explore new technologies and present findings.

BUDGET/FINANCIAL P&L / CONTRACTUAL NEGOTIATIONS

• Assist with developing yearly budgets within the IT department – specific to support.
• Aid in the development of productivity measures and costing strategies.

ESSENTIAL SKILLS

• 4 - 6 years' experience in a support management role servicing multiple clients
• Bachelor's degree or associated work experience within the Pet / Technology Industry
• Management experience of teams 8 + remotely located
• Technical skills associated to APIs would be considered a bonus
• A strong individual who can set goals and objectives , and continuously work / manage to those goals.
• A self-motivated team player
• Strong reporting / presentation skills.