Support Manager Posted April 2025
Support Manager Posted April 2025
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3-5years
70000 - 90000
1 Vacancy
Job Description
About Zenduit
Zenduit is an innovative SaaS company specializing in telematics solutions that empower businesses to optimize their fleet management asset tracking and compliance operations. We leverage cuttingedge technology to drive growth and efficiency for our customers. As we expand our reach globally we are focused on establishing a strong brand presence that resonates with businesses across the world.
At Zenduit/GoFleet we prioritize innovation collaboration and professional growth offering a culture where your ideas are valued and your development is prioritized. Our mission is to elevate our brand to become a global leader in the telematics industry through strategic partnerships highimpact events and comprehensive product marketing.
Why Join Us
At Zenduit we are trusted by our clients to bring their visions to life through a blend of technical expertise and clear effective communication. With extensive experience in product development programming and project management our team thrives on innovation collaboration and personal growth. Joining us means becoming part of a culture where your ideas are valued professional development is prioritized and our core values drive every action we take.
Relentless Customer Focus: We ensure every product and service delivers maximum value.
Speed with Purpose: We act swiftly delivering meaningful and growthdriven results.
Transparent and Ethical Practices: We uphold honest communication and accountability.
Learning and Adaptability: Our team thrives on staying agile in a fastchanging world.
Ownership and Initiative: Everyone takes responsibility and leads meaningful projects.
Diversity and Inclusivity:
We champion diversity especially for women in tech and STEM fostering an environment where everyone can thrive.
Role Overview:
The Support Manager (English and Spanish) is responsible for leading Zenduit s customer support team to deliver exceptional bilingual technical assistance for customers and partners. This role ensures highquality timely support by managing workflows enhancing support processes and fostering a culture of accountability and continuous improvement. The Support Manager works closely with crossfunctional teams to address customer needs improve selfservice resources and maintain high satisfaction and retention rates.
Responsibilities:
Team Leadership and Development:
Manage and mentor a bilingual support team ensuring they are equipped to handle customer inquiries effectively in both English and Spanish.
Conduct regular training sessions to keep the team updated on Zenduit s products processes and best practices.
Foster a positive and collaborative work environment promoting accountability and professional growth.
Support Operations Management:
Oversee daytoday operations of the support team including ticket management escalations and resolution timelines.
Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
Optimize support workflows to improve efficiency and customer experience.
Customer Issue Resolution:
Act as the escalation point for complex or highpriority customer issues ensuring prompt and effective resolution.
Collaborate with Tier 2 support product and development teams to address technical challenges and implement longterm solutions.
Bilingual Support Excellence:
Ensure all support interactions meet Zenduit s quality standards regardless of language.
Regularly review and refine bilingual scripts templates and processes to maintain consistency and clarity in both English and Spanish.
SelfService and Knowledge Base Development:
Oversee the creation and maintenance of a robust knowledge base FAQs and selfservice resources in English and Spanish.
Promote selfservice options to empower customers and reduce support ticket volumes.
Customer Feedback Integration:
Collect and analyze customer feedback from support interactions to identify areas for improvement.
Share actionable insights with product and leadership teams to enhance Zenduit s offerings and processes.
Metrics and Reporting:
Track and report on key support metrics such as resolution times customer satisfaction (CSAT) and ticket volumes.
Use data insights to refine strategies set team goals and continuously improve support performance.
Collaboration:
Work with the Success and Implementation teams to ensure smooth transitions from implementation to ongoing support.
Collaborate with the product and development teams to address recurring issues and implement preventative measures.
KPIs:
Customer Satisfaction (CSAT):
Maintain a >90 CSAT score across all support interactions in both English and Spanish.
First Response and Resolution Times:
Ensure >95 of tickets meet SLA response times (e.g. <24 hours for initial response).
Achieve >85 firstcontact resolution rate for Tier 1 inquiries.
Support Volume Management:
Reduce ticket backlog by 20 annually through improved workflows and selfservice adoption.
Decrease ticket volumes by 15 YoY by promoting selfservice resources.
Team Productivity:
Ensure >90 of team members meet individual performance goals.
Conduct quarterly training refreshers with >85 team participation.
Knowledge Base Effectiveness:
Increase selfservice knowledge base usage by 25 annually.
Maintain >95 accuracy in knowledge base content across both languages.
Escalation Management:
Resolve >90 of escalated tickets within SLAdefined timelines.
Retention and Growth Support:
Contribute to maintaining >95 customer retention rate by ensuring positive support experiences.
Requirements
Bilingual fluency in English and Spanish with strong written and verbal communication skills.
Deep understanding of AI technologies particularly Generative AI and their application in problemsolving and automation.
Knowldge of APIs with a strong ability to troubleshoot technical issues and optimize integrations for seamless functionality.
Proven experience managing customer support teams preferably in telematics SaaS or technology industries.
Strong leadership and teambuilding skills with the ability to mentor and motivate team members.
Expertise in using support tools and platforms (e.g. ticketing systems CRM analytics dashboards).
Excellent problemsolving and conflictresolution abilities.
Analytical mindset to interpret data and drive continuous improvement.
Customerfocused approach with a passion for delivering exceptional service.
Benefits
- Competitive salary
- Comprehensive health dental and vision coverage
- PTO and holidays
- Professional development opportunities
- Collaborative inclusive and growthoriented work culture
GoFleet is an equalopportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws.
Strong written and verbal communication skills. Proven experience managing customer support teams, preferably in telematics, SaaS, or technology industries. Strong leadership and team-building skills, with the ability to mentor and motivate team members. Expertise in using support tools and platforms (e.g., ticketing systems, CRM, analytics dashboards). Excellent problem-solving and conflict-resolution abilities. Analytical mindset to interpret data and drive continuous improvement. Customer-focused approach with a passion for delivering exceptional service.
Employment Type
Full Time
