Most things worth doing had been declared impossible before they were done.

Forward Edge-AI, Inc., is a company with the mission to write code with moral code. Inspired by people who believe Artificial Intelligence (A.I.) can and should be a transformative force for good. Leveraging emerging technology including A.I., Blockchain/DLT, machine learning, robotic process automation, game engine development, and swarm intelligence to solve complex problems of social consequence. 

The Customer Support Manager will be responsible for bringing to life the mission as we support our customers. The Customer Support Manager must have a strong and consistent work ethic, demonstrate the mission of ForwardEdge AI in the customer experience, coach and manager the team to deliver state of the art customer experience and a desire to collaborate and work on a team.

• Essential Duties and Responsibilities
• Develop and outline the customer experience of ForwardEdge AI’s customers
• Staffs and trains team of technical support representatives.
• Creates and/or manages systems for responding to customer inquiries via telephone, online networks, and mail.
• Manage an automated system to manage and track inquiries.
• Helps customers use products properly.
• Communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested.
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers.
• Advises technical writers on user documentation.
• Handles customer problems that appear to arise from the use of the product.
• Completes, maintains, and processes pertinent paperwork and records.
• Plans and schedules levels of support according to product release schedules.
• Assists in final testing of new products.
• Other duties may be assigned.

Supervisory Responsibilities

Directly supervises the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance; meets commitments.

Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Qualifications 

• Passion for delivering exceptional customer experiences
• Successful pass chemistry test  
• Detail Oriented, organized, hardworking, dedicated, passionate, independent, self-starter, and very responsive.

Education and/or Experience

Bachelor's degree from four-year college or university; or two to three years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

.

Work Environment

The position is remote