Customer Support, Lead - Milan Milano

Customer Support, Lead - Milan
Milano
Lombardia, Milano

Since 2016, indigo. ai has been using AI to improve the customer experience for companies. All the best stories start with great conversations: the best relationships, whether personal or professional, are precisely those in which we can communicate, listen to each other, and understand each other. However, if we think about the relationship between consumers and companies, this kind of relationship is often still a mirage. It is from this insight that we have chosen to help companies bring the magic back to the communication between companies and users. Through our artificial intelligence platform, we have automated millions of conversations through AI Agents, improving the business metrics of all our clients in any industry.

Our goal is to extend this technology on a global scale. To do this, we need a **Customer Support Lead** who can support our team in crafting a beautiful product serving the business needs of our millions of users.

**What you'll do**:

- Oversee and optimize the flow of support tickets, ensuring quick and efficient resolution while prioritizing an exceptional user experience

- Provide timely and empathetic support, leveraging tools like our database and debugging resources to help customers help themselves

- Create materials that break down complex features into simple, digestible resources to ensure customers quickly understand and adopt our product

- Create and manage a robust helpdesk, knowledge base, and product documentation that make problem-solving intuitive and accessible

- Develop engaging resources such as video tutorials, webinars, and training sessions to teach customers and partners how to make the most of our product

- Analyze support trends, categorize tickets, and provide actionable feedback to the product and engineering teams to improve usability, reliability, and functionality

- Continuously enhance our self-service resources and find new ways to minimize the need for support, helping the product answer customers' questions directly

**What we're looking for**:

- 3+ years in customer support, preferably in SaaS or tech environments

- Proven experience managing ticket workflows and maintaining customer-facing documentation

- Exceptional writing skills to create concise, user-friendly documentation that simplifies the learning process

- Strong technical aptitude with a working knowledge of debugging tools, databases, and APIs

- Expertise in creating multimedia content such as video tutorials, screencasts, and webinars to enhance customer learning

- Familiarity with helpdesk platforms and ticketing systems

- Customer-first approach with a drive to provide delightful, empowering support experiences

- Proactive problem-solver who thrives on improving processes and resources

- Experience creating and managing knowledge bases or technical documentation

**What we offer**:

- A competitive salary commensurate with experience

- A flexible, remote-friendly work environment

- A young, dynamic work environment with a strong focus on employee well-being and satisfaction

- Access to a dedicated education budget for continued learning and growth

- A Career Development Plan, ensuring a clear path for both personal and professional growth

- High-quality equipment provided

- Unlimited coffee and multiple company retreats in stunning locations throughout the year

**Where is the work? **:

This position follows a hybrid work model, combining days working from home with days spent in the office. Our Milan office is located at SPACES, Piazza Gae Aulenti 1/Torre B, where we regularly meet to collaborate and work together in person. We also love getting together and organize various retreats and meetups throughout the year to stay connected also with our fully remote teammates.

**Why join us? **:

- Help build an AI native product and empowers companies with little technical expertise to create advanced AI solutions

- Take charge of meaningful work, ship features that directly influence our users, and see the impact of your contributions in real-time

- Work at the cutting edge of AI, collaborating with some of the brightest minds in the industry