Customer Support Manager

**About Us**:
Giant Pumpkin is an innovative and highly collaborative startup based in Bangkok, Thailand. We partner with globally recognized brands in the hospitality, Quick Service Restaurant (QSR), and retail sectors across Southeast Asia. Our mission is to create smarter in-store experiences through cutting-edge digital signage, audience analytics, music streaming, and other media solutions that transform retail environments.

**Why Work For Us**:

- **Entrepreneurial Spirit**: We encourage out-of-the-box thinking and creative problem-solving.
- **Dynamic Team**:Join a young, fun, internationally-minded, and highly collaborative team that thrives on challenges.
- **Flexible Work Environment**:With our HQ in Bangkok and co-working spaces in Manila, Jakarta, Singapore and Malaysia we support both hybrid and remote work.
- **Growth & Stability**: We are a growing company, having successfully completed our second round of investment.
- **Autonomy & Support**:We value accountability, providing you with the freedom and tools necessary to drive your success.

We're looking for an experienced and highly technical **Customer Support Manager** to join our team. In this non-people management role, you'll be the primary point of contact for our most complex customer inquiries, providing expert technical support for our digital signage solutions. You'll be the go-to person for troubleshooting, problem-solving, and ensuring our customers have a seamless experience.

**Key Responsibilities**:

- **Advanced Troubleshooting**: Diagnose and resolve complex technical issues related to digital signage software, hardware, networking, and content management systems. This includes working with APIs, debugging code, and analyzing system logs.
- **Customer Advocacy**: Act as a technical liaison between the customer and our internal engineering and product development teams, translating customer feedback and issues into actionable insights for product improvement.
- **Knowledge Management**: Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides to empower both customers and internal support staff.
- **Escalation Management**: Manage the end-to-end escalation process for high-priority technical issues, ensuring timely resolution and clear communication with all stakeholders.
- **Training & Mentorship**: Provide technical guidance and training to other support team members, acting as a resource for their professional development.

**Requirements**:
This role has specific requirements as prerequisites to move to interview stage. Please check the requirements below so that you understand which are mandatory and which are nice to have. Only applicants who meet all mandatory requirements, will be considered for interview.

**This is not a role for digital marketers, marketing support, non technically minded customer support professionals or people who do not meet the mandatory requirements below.**
- **Experience**: A minimum of 4 years of experience in a technical customer support or similar role, with at least 2 years ideally in the digital signage or AV/IT industry. We will consider people with less years experience who have a strong background in technical customer support.
- **Thailand Based (mandatory)**:This is not a role that supports working visas or sponsorship. Applicants must already be living and working in Thailand, and have unrestricted rights to work without needing visas or work permits.
- **Problem-Solving (mandatory)**: Excellent analytical and problem-solving skills with a keen attention to detail.
- **Communication (mandatory)**: Exceptional written and verbal communication skills, with the ability to explain complex technical concepts in a simplified way.
- **Customer Focus (mandatory)**: A passion for delivering outstanding customer service and a proven track record of managing difficult customer situations effectively.

**Benefits**
- **Work-Life Balance**:Whilst our core office hours are Monday - Friday 9-6, our customers are local and globally based, so this role after training will become a shift pattern role, so if you are not a 9-6 person, this role may be perfect for you.
- **Hybrid Working**: For the first 3 months the role is office based, with opportunity to work from home two days a week based on performance and department need.
- **Performance Bonuses**:We reward performance and this role is eligible for an annual performance related bonus.
- **Generous Leave**:12 days paid annual leave in your first year increasing by one day for each year of service, plus a generous public holiday leave allowance each year.
- **Dynamic Environment**: A fun and highly collaborative startup culture that offers significant opportunities to hone your technology skills and creativity.
- **Future Leadership Potential**:This role is a non management role, but for the right person it has potential to become a future mid level management position.