Role: Customer Success Manager / Technical Product Support Manager
Location: UK - Remote
Duration: 12 Months - Possible Extension
Job Overview:
Our client is seeking a Customer Success Manager / Product Support Manager to serve as the key link between product, engineering, and user communities. In this role, you will ensure that customer feedback, technical issues, and feature requests are addressed effectively while helping enhance overall product experience and satisfaction.
Key Responsibilities:
- Respond promptly to support requests via email, chat, forums, and social channels.
- Analyze, categorize, and prioritize user issues and feature requests using internal tracking tools.
- Assisting users with product usage, API issues, and feature understanding.
- Communicate customer feedback and product insights to engineering and product teams.
- Create and maintain detailed reports highlighting key support trends, metrics, and opportunities.
- Supporting customer engagement across Mapillary forums, social media, and ticket systems.
- Collaborating with globally distributed teams across time zones.
- Improve and update self-help and product documentation.
- Troubleshoot product-related issues and ensure timely resolution in coordination with engineering.
Required Qualifications:
- 3+ years of experience in Customer Success, Support, or a related function.
- Strong written and verbal communication skills in English.
- Comfortable working flexible hours for cross-time zone collaboration.
- Self-starter with strong problem-solving skills and ability to work independently.
- Familiarity with support platforms (e.g., Zendesk, Intercom, or similar).
Preferred Qualifications:
- Background in GIS, geospatial technology, or similar fields.
- Experience with OpenStreetMap or other open data communities..