Vetspire Manager of Support

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

BUDGET / FINANCIAL P&L / CONTRACTUAL NEGOTIATIONS

ESSENTIAL SKILLS