Digital Support Manager

Vintti is revolutionizing remote staffing by prioritizing time zone alignment. We connect US-based SMBs, startups, and firms with Latin American professionals who work synchronously with US schedules. This approach ensures that businesses can maintain their usual workflows, conduct real-time meetings, and collaborate effectively without the typical challenges of working across disparate time zones.

A Digital Support Manager plays a crucial role in ensuring seamless digital interactions and troubleshooting processes within an organization. This role involves overseeing the technical support team, resolving complex digital issues, and optimizing online user experiences. It requires a blend of technical expertise, strategic thinking, and excellent communication skills to manage digital platforms efficiently. The Digital Support Manager collaborates with various departments to implement effective support solutions and continuous improvements, ensuring customer satisfaction and operational excellence in the digital domain.

- Bachelor's degree in Business, Information Technology, Communications, or a related field.
- Minimum of 5 years of experience in digital support, customer service, or a related role.
- Proven experience in managing a team, including training and mentoring junior staff.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with CRM software and other digital support tools.
- Demonstrated ability to analyze data and generate actionable insights.
- Knowledge of best practices in customer service and support.
- Experience working with cross-functional teams.
- Ability to handle escalated customer issues with professionalism and composure.
- Familiarity with support metrics and KPIs, and experience reporting on performance.
- Strong organizational and multitasking skills.
- Ability to stay updated with industry trends and integrate them into support strategies.
- Customer-centric mindset with a strong focus on satisfaction and retention.
- Proficiency in managing and updating support documentation.
- Experience coordinating with third-party vendors or partners.
- Flexibility to adapt to changing technologies and processes.
- Strong leadership skills with the ability to inspire and motivate a team.
- Attention to detail and commitment to quality.
- Proactive approach to identifying and solving problems.

- Monitor and respond to customer inquiries and issues via digital channels such as email, chat, and social media.
- Analyze customer feedback and trends to identify areas for improvement and report insights to relevant teams.
- Collaborate with cross-functional teams including marketing, IT, and product development to resolve customer issues and enhance user experience.
- Manage and update knowledge base articles, FAQs, and support documentation to ensure accuracy and relevance.
- Track and report on key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction rates.
- Train and mentor junior support staff, providing guidance and support as needed.
- Handle escalated customer issues, working to resolve them promptly and efficiently.
- Utilize CRM and other support software to log and track customer interactions and maintain accurate records.
- Conduct regular reviews and audits of support processes to ensure compliance with company policies and procedures.
- Stay up to date with industry trends and best practices to continually improve support strategies and tactics.
- Participate in team meetings and provide updates on ongoing projects and support metrics.
- Coordinate with third-party vendors or partners to resolve customer issues when necessary.
- Develop and implement strategies to improve overall efficiency and effectiveness of the digital support team.
- Create and deliver training sessions or workshops on new tools, processes, or customer service techniques to the team.
- Test and provide feedback on new digital support tools and software to ensure they meet the needs of the team and customers.
- Develop and maintain strong relationships with key customers to ensure their long-term satisfaction and loyalty.

The ideal candidate for the Digital Support Manager role will possess a Bachelor's degree in Business, Information Technology, Communications, or a related field, coupled with a minimum of 5 years of experience in digital support or customer service. This seasoned professional will have a proven track record of managing and mentoring a team, demonstrating strong leadership skills with a collaborative approach. Exceptional communication skills, both written and verbal, will enable them to excel in responding to customer inquiries and coordinating with cross-functional teams such as marketing, IT, and product development. Their analytical mindset, honed through the analysis of customer feedback and support metrics, allows for the generation of actionable insights that drive continuous improvement. Proficiency with CRM software and digital support tools, paired with meticulous organizational and multitasking abilities, ensures they maintain accurate records and efficiently manage support documentation. The candidate will bring a high level of empathy and a customer-centric mindset, adeptly handling escalated issues with professionalism and composure. Their strategic thinking and proactive attitude will be key to developing and implementing effective support strategies, while their adaptability to new technologies and commitment to staying updated on industry trends ensures the team remains at the forefront of customer service excellence. This individual will be recognized for their ability to inspire and motivate team members, create strong relationships with key customers, and manage third-party vendor interactions, all while maintaining the flexibility to navigate changing processes. Their capacity to lead by example, leverage strong problem-solving skills, and uphold a passion for delivering exceptional customer service will set them apart as an indispensable asset to the organization, driving both team success and customer satisfaction.

- Monitor and respond to customer inquiries and issues via digital channels such as email, chat, and social media.
- Analyze customer feedback and trends to identify areas for improvement and report insights to relevant teams.
- Collaborate with cross-functional teams including marketing, IT, and product development to resolve customer issues and enhance user experience.
- Manage and update knowledge base articles, FAQs, and support documentation to ensure accuracy and relevance.
- Track and report on key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction rates.
- Train and mentor junior support staff, providing guidance and support as needed.
- Handle escalated customer issues, working to resolve them promptly and efficiently.
- Utilize CRM and other support software to log and track customer interactions and maintain accurate records.
- Conduct regular reviews and audits of support processes to ensure compliance with company policies and procedures.
- Stay up to date with industry trends and best practices to continually improve support strategies and tactics.
- Participate in team meetings and provide updates on ongoing projects and support metrics.
- Coordinate with third-party vendors or partners to resolve customer issues when necessary.
- Develop and implement strategies to improve overall efficiency and effectiveness of the digital support team.
- Create and deliver training sessions or workshops on new tools, processes, or customer service techniques to the team.
- Test and provide feedback on new digital support tools and software to ensure they meet the needs of the team and customers.
- Develop and maintain strong relationships with key customers to ensure their long-term satisfaction and loyalty.

- Demonstrated leadership skills with a collaborative approach
- Exceptional time management and organizational abilities
- Strong analytical mindset with attention to detail
- Excellent interpersonal and communication skills
- High level of empathy and customer-centric mindset
- Adaptable and open to new technologies and processes
- Proactive in identifying opportunities for improvement
- Resilient and composed under pressure
- Ability to inspire and motivate team members
- Strong problem-solving capabilities
- Initiative to drive results and meet objectives
- Strategic thinker with a focus on continuous improvement
- Reliable and accountable for team's performance
- Ability to forge strong relationships and build trust
- Enthusiasm for staying current with industry trends
- Passion for delivering exceptional customer service
- Ability to balance multiple priorities effectively
- Integrity and commitment to team success
- Strong ability to mentor and guide junior staff

- Competitive salary range based on experience
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Generous paid time off (PTO) and holiday schedule
- Flexible work hours and remote work options
- Professional development and training programs
- Opportunities for career advancement within the company
- Employee wellness programs, including mental health support
- Subsidized gym membership or fitness programs
- Life and disability insurance
- Tuition reimbursement for relevant courses and certifications
- Employee recognition and reward programs
- Paid parental leave
- Company-sponsored volunteer opportunities and community involvement
- Technology and equipment allowances for remote work
- Team-building events and company outings
- Employee discounts on company products and services
- Collaborative and inclusive company culture
- Access to industry conferences and networking events