coderabbit - Manager of Customer Support, London
Requirements
• Great candidates often have these qualifications: • 1. At least 3 years of experience managing technical support teams or other technical teams in a customer-facing role • 2. At least 10 years of overall experience in technical support, software engineering, or other technical or customer-facing fields • 3. Excellent written and verbal communication skills – you are able to work with a wide variety of geographically distributed customers and solve their problems • 4. Customer Obsession: a passion to deliver a high-quality customer experience • 5. Deep experience with modern ticketing and customer support systems • Great candidates may also have one or more of these qualifications: • 1. Proficiency in at least one programming or scripting language • 2. Experience with code review processes and tools • 3. Familiarity with observability, RCA, and debugging practices and tools • 4. Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor • 5. Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery) • 6. Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field • 1. Collaborative Humans: Prioritizing collective intelligence • 2. Fearless Innovators: Turning obstacles into growth opportunities • 3. Persistent Passionate Developers: Thriving on complex, long-term challenges • 4. Impact-Driven Creators: Crafting intuitive tools for developers • 5. Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world
Responsibilities
• 1. Recruit and manage Level 1 and Level 2 customer support teams • 2. Mentor customer support team members through training and coaching • 3. Build and own customer support systems, processes, and interactions • 4. Be the Voice of the Customer internally: champion the customer and customer issues • 5. Work directly with our customers to troubleshoot, debug, reproduce, and resolve complex technical issues • 6. Educate customers on CodeRabbit best practices to ensure they achieve maximum value with our products and services • 7. Analyze and report on the existing customer base and customer issues • 8. Define and inspire changes to our product in collaboration with our product engineering team based on feedback from customers and your experience in the field • 9. Develop and contribute to internal and external knowledge bases to help drive continuous improvement in everything we do • 10. Improve the serviceability of the product by testing new features and developing tools to scale our deployments and automatic support infrastructure • 11. Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis
Benefits
• 1. Work on cutting-edge technology with real-world impact • 2. Collaborative and innovative environment • 3. Competitive salary, equity, and benefits • 4. Professional development opportunities
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