Key Responsibilities:
- Operational Excellence
- Change Leadership : Drive continuous improvement initiatives and implement changes to enhance support processes and customer satisfaction.
- People Development : Mentor, coach, and develop team members to achieve their full potential and foster a collaborative, high-performing team culture.
- Performance Coaching : Provide regular feedback and coaching to team members to improve performance and achieve team goals.
- Customer Communication : Maintain a customer-centric approach, ensuring timely and high-quality support for all customer inquiries and technical issues, with a focus on clear and effective communication.
- Escalation Management : Handle complex and high-priority customer escalations, ensuring prompt and satisfactory resolution.
- Cross-functional Collaboration : Work closely with engineering, sales, and product management teams to address customer needs and provide feedback for product enhancements.
- Performance Monitoring : Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions as needed.
Experience:
- 3-5 years of experience in technical support management, preferably within the technology or cloud industry.
- Operational Understanding : Strong understanding of technical support operations, including incident management, problem resolution, and customer service best practices.
- Change Advocate : Proven ability to drive change and implement process improvements in a dynamic environment.
- Leadership : Exceptional people management skills, with a track record of developing and motivating teams.
- Performance Coaching : Demonstrated ability to coach for performance and provide constructive feedback.
- Communication : Excellent verbal and written communication skills, with a proven record of effective customer communication and soft skills.
- Escalation Management : Experience in managing and resolving customer escalations effectively.
- Problem-Solving : Strong analytical and problem-solving abilities, with a focus on delivering practical and efficient solutions.
- Adaptability : Ability to work effectively in a fast-paced environment, managing multiple priorities and adapting to changing demands.
- Customer Orientation : A deep commitment to providing outstanding customer service and building strong customer relationships.
Please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for this role.
Did you know...
If you want to help us build knowledge and solve big problems, let's talk.