Overview
As a Manager of Training & Support at My-Take, you will be a key partner to our professional services team and clients, ensuring the successful adoption and ongoing use of our insights and community platform. You’ll be the go-to expert for technical support, documentation, onboarding, training, quality assurance, and cross-team communication.
What you’ll do
Technical support
- Own, triage, and prioritize inbound support requests for our platform.
- Reproduce and troubleshoot issues; develop clear response and resolution plans.
- Communicate updates and timelines to clients and internal stakeholders.
Documentation
- Create and maintain clear, user-friendly documentation, including knowledge base articles, FAQs, and short training videos.
- Keep content current with product changes and releases.
Onboarding
- Assist with the launch of new client communities, including configuration, user setup,
permissions, and basic integrations.
- Coordinate timelines and ensure a smooth handoff to ongoing support.
Training
- Develop and deliver technical training for clients and new employees.
- Create training assets such as decks, guides, and recorded sessions.
Quality assurance
- Test and validate new features and bug fixes.
- Capture precise repro steps, file actionable tickets, prioritize issues, and confirm fixes with developers.
- Translate client needs and feature requests into clear engineering tickets.
- Help triage and prioritize the backlog; contribute to release notes and status updates.
Requirements
- Bachelor’s degree (Computer Science, Information Systems, or related field preferred).
- 3-10 years of technical support experience, ideally with a web-based SaaS product.
- Strong client-facing experience and customer empathy.
- Excellent written and verbal communication; ability to explain complex concepts simply.
- Proven ability to manage time-sensitive and challenging customer situations.
- Familiarity with web technologies and debugging (HTML, CSS, JavaScript a plus); exposure to APIs, SQL, or browser dev tools is beneficial.
- Experience with ticketing and documentation tools (e.g., Jira, Zendesk, Confluence) and
collaboration platforms.
- Strong problem-solving, prioritization, and organizational skills; you thrive as the “go- to” resource.
- Detail-oriented with a passion for technology, AI, innovation, and continuous learning.
Nice to have
- Experience with market research.
- Creating video-based training content.
- Scripting/automation or light programming experience.
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