SaaS Application Support Manager

Canibuild is a B2B SaaS-based platform operating as a marketplace within the software application. We streamline preconstruction processes by providing an integrated platform for drafting, client management, and regulatory compliance. We are seeking a dedicated Senior Architect to lead and manage our design drafting team and ensure our services align with both Australian and US standards.

Roles and Responsibilities

• Manage and lead the SaaS application support team, ensuring that they provide timely and effective support to customers.
• Ensure that support tickets are prioritized and resolved in a timely and efficient manner, meeting service level agreements (SLAs).
• Monitor and report on team performance metrics and KPIs, providing regular feedback and coaching to team members.
• Develop and maintain support documentation, ensuring that it is up-to-date and accessible to the support team.
• Collaborate with other teams, including product management and engineering, to identify and resolve issues affecting customers.
• Continuously identify opportunities to improve the support process and implement best practices.
• Communicate regularly with customers to gather feedback ...