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Support Lead

4 months ago

Cambridge, United States Dimagi Full time

**About Us**

**About the position**

Dimagi's Software-as-a-Service (SaaS) Division is on the lookout for a dynamic CommCare Support Lead to enhance our **CommCare** product offering. As a leading, open source **Global Good**, CommCare is empowering hundreds of frontline organizations to build their own digital solutions to better deliver **impactful** services in the world’s most remote settings at scale. In this pivotal role, you will oversee a dedicated team of support analysts and play a crucial role in strengthening relationships with our premier Enterprise clients. Serving as a critical link between product development, customer success, and sales, the CommCare Support Lead will drive seamless integration and alignment across these core areas, elevating our service delivery and solidifying our commitment to client satisfaction. This role is perfect for someone who excels in leadership, execution oversight, and direct client interaction, offering a significant opportunity to influence the future of our technological offerings. Dimagi seeks an ambitious and proven leader to spearhead our technical support team and help us achieve new heights in customer engagement and technological innovation.

**Responsibilities of this role**:
Team & Enablement
- Manage a small team of support analysts to achieve the division’s business goals. This includes goal setting, monitoring progress and output, and providing feedback to team members.
- Be accountable to the output of the Support Team, including high-quality ticket handling, efficient triaging processes, informative product feedback to the technical team, and improvements to documentation.
- Define and manage the expectations for the SaaS Support Team performance, including adhering to and iterating on internal and external SLAs.
- Draft and report metrics on team performance, business impact, and customer satisfaction.
- Understand support team resourcing, including team strengths and weaknesses, and proactively raise to the Director of Technology when resourcing changes need to occur.
- Research and implement new tools or systems to automate routine parts of the Support process.

Direct Customer Engagement & Enablement
- Serve as the main Support Point of Contact for CommCare Enterprise Customers, our highest paid tier users, driving a refreshed vision of what a first-class customer experience can look like.
- Displays a deep understanding of customer’s needs and is able to systematically incorporate high standards for customer communication across the SaaS Support Team.
- Serve as a “second in line” support lead for more complex tickets that junior support team members can’t solve.
- In cases of high severity issues, be able to handle, draft, and share communications with customers.
- Coordinate with the Director of Technology, Director of Sales Engineering, and the Product Engineering team to help announce and promote new features to Dimagi’s customers, including in client calls.
- Foster an active, engaged community in the **Dimagi forum**, our main user community for CommCare.
- Contribute to and own the CommCare **Public wiki**, with specific focus on drafting new pages and editing existing content to be up-to-date with the changing product.

Product Support & Analysis
- Be accountable for the bug, feature, and documentation improvement backlogs raised by CommCare users.
- Properly develop prioritization frameworks to escalate and work on issues with the Director of Technology.
- Drive analysis of support tickets and issues to fully understand the usage patterns, pain points, and user needs.

**Required skills and qualifications**
- 3+ years of experience working on and leading technical support teams
- 5+ years with demonstrated experience with the CommCare platform or other Global Good (ODK, Kobo, etc.)
- Excellent written and verbal communication skills
- Direct people management experience
- Planning and organizational skills that result in successful implementation and follow through
- Fluency in working cross culturally with various team members of different background and skills
- Ability to conceptualize, plan, and implement new strategic initiatives in collaboration with the Director of Technology
- Proficient in troubleshooting and resolving complex technical issues using industry-standard software and tools.
- Demonstrated initiative as a self-motivated leader, capable of independently managing projects and multitasking across various, unstructured streams
- Exceptional interpersonal skills to work effectively across all organizational levels
- (Bonus) Experience with coding, scripting, or leveraging tools to automate routine tasks and streamline operations, including AI-based tools.
- (Bonus) Fluent in French and Spanish

**Benefits Provided**

We aim to make a difference, not just as a company but also as an employer. We are transparent about salaries at all levels of the organization and have a standard, global pay scale for