Developer and Customer Support Manager

1 week ago

Singapore k-ID Full time

**Overview**:
k-ID is a trailblazing tech startup, specializing in providing advanced, privacy-centric tools designed to protect and empower kids and teens online. We have secured pivotal partnerships with key industry leaders in the gaming industry and are venture-backed by leading global VCs. We are poised for unprecedented growth and expansion in the coming year.

We are seeking a hands-on, strategic leader to become our first hire in Developer and Customer Support. As the Manager of Developer & Customer Support, you will establish and lead our support function, creating a seamless experience for both developers (game and social media developers) and end-users (parents of game players that use k-ID). You’ll define processes, build relationships, and provide top-notch support that helps our users succeed while setting the foundation for a future support team.

**Key Responsibilities**:
**Team Leadership & Strategy**:

- Design and implement support processes and best practices for handling both technical and non-technical inquiries.
- Build a support team over time, including recruiting, training, and mentoring new hires.
- Develop key metrics and goals for the support function, focusing on response times, user satisfaction, and technical issue resolution.
- Work closely with leadership to ensure the support strategy aligns with overall company goals and customer needs.

**Developer Support**:

- Serve as the primary point of contact for developers using our platform, assisting with API integration, SDKs, and technical challenges.
- Provide detailed guidance on best practices for leveraging our developer tools, APIs, and features.
- Troubleshoot complex issues related to coding, API requests, and third-party integrations.
- Act as a liaison between developers and internal engineering teams, ensuring the timely resolution of bugs or feature requests.
- Continuously update and improve developer documentation to ensure clarity and ease of use.

**Customer Support**:

- Address customer inquiries related to platform usage, troubleshooting, and general support needs.
- Foster strong relationships with customers, ensuring they feel supported and valued throughout their journey with our product.
- Gather customer feedback and share insights with product and development teams to drive product improvements.
- Create and maintain a knowledge base, FAQs, and user guides to empower customers to find answers independently.

**Minimum Requirements**:

- 5 years of experience in customer service or technical support role, ideally in a startup or tech company.
- Strong technical background, with experience supporting APIs, SDKs, or SaaS platforms
- Excellent problem-solving skills and the ability to translate complex technical concepts into easy-to-understand language.
- Experience working with cross-functional teams, especially product and engineering.
- Expertise in setting up and managing Zendesk
- Strong writing skills to create effective FAQs and canned responses
- Ability to develop and implement policies and procedures that drive customer satisfaction
- Analytical mindset with experience using data to inform decisions and improve processes
- Exceptional communication and leadership skills

**Preferred Requirements**:

- 2 years of experience in leadership position
- Experience closely align with the company's domain (eg: gaming, kids safety & privacy)

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