Manager of Customer Support, London

About CodeRabbit

CodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality.

Role Overview

At CodeRabbit, we seek an exceptional, enterprising, customer-focused Manager of Customer Support to lead our growing customer support organization in the EMEA theater. As the manager of the EMEA Customer Support team, you will use your deep experience to recruit and coach Level 1 and Level 2 support specialists. You will thrive on untangling complex technical challenges to ensure our customers get the most from our AI-powered code review platform. You and your team will be the bridge between our cutting-edge AI technology and our customers, the innovative software engineers who rely on us. You will be a champion for our customers - a leader who goes above and beyond to ensure our customers are getting the most out of their investment in CodeRabbit.

Key Responsibilities

1. Recruit and manage Level 1 and Level 2 customer support teams

2. Mentor customer support team members through training and coaching

3. Build and own customer support systems, processes, and interactions

4. Be the Voice of the Customer internally: champion the customer and customer issues

5. Work directly with our customers to troubleshoot, debug, reproduce, and resolve complex technical issues

6. Educate customers on CodeRabbit best practices to ensure they achieve maximum value with our products and services

7. Analyze and report on the existing customer base and customer issues

8. Define and inspire changes to our product in collaboration with our product engineering team based on feedback from customers and your experience in the field

9. Develop and contribute to internal and external knowledge bases to help drive continuous improvement in everything we do

10. Improve the serviceability of the product by testing new features and developing tools to scale our deployments and automatic support infrastructure

11. Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis

Qualifications

Great candidates often have these qualifications:

1. At least 3 years of experience managing technical support teams or other technical teams in a customer-facing role

2. At least 10 years of overall experience in technical support, software engineering, or other technical or customer-facing fields

3. Excellent written and verbal communication skills - you are able to work with a wide variety of geographically distributed customers and solve their problems

4. Customer Obsession: a passion to deliver a high-quality customer experience

5. Deep experience with modern ticketing and customer support systems

“Nice to Have”

Great candidates may also have one or more of these qualifications:

1. Proficiency in at least one programming or scripting language

2. Experience with code review processes and tools

3. Familiarity with observability, RCA, and debugging practices and tools

4. Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor

5. Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery)

6. Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field

Our Values

1. Collaborative Humans: Prioritizing collective intelligence

2. Fearless Innovators: Turning obstacles into growth opportunities

3. Persistent Passionate Developers: Thriving on complex, long-term challenges

4. Impact-Driven Creators: Crafting intuitive tools for developers

5. Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world

What We Offer

1. Work on cutting-edge technology with real-world impact

2. Collaborative and innovative environment

3. Competitive salary, equity, and benefits

4. Professional development opportunities

To apply, please submit your resume. CodeRabbit is an equal opportunity employer, committed to diversity and inclusion.