Manager, Customer Support

Manager, Customer Support

We are seeking an experienced Manager to lead and manage a high-performing technical support team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues.

WHAT YOU WILL BE DOING

• Team Leadership : Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service.
• Shift Management : Oversee night shift operations, ensuring optimal staffing, workload distribution, and timely responses to customer inquiries.
• Customer Escalations : Handle complex escalations, working closely with engineering, product, and other cross-functional teams to resolve high-priority issues.
• Performance Monitoring : Establish and track key performance indicators (KPIs) for the team, including response times, resolution times, and customer satisfaction metrics.
• 24x7 Support Strategy : Contribute to the design and implementation of 24x7 support processes, optimizing efficiency and ensuring alignment with global support operations.
• Training & Development : Identify skill gaps within the team and coordinate necessary training and development programs to enhance technical and soft skills.
• Continuous Improvement : Drive continuous improvement initiatives, leveraging customer feedback and support data to optimize processes and deliver a superior customer experience.
• Collaboration : Work closely with other regional support teams to ensure knowledge sharing and consistency across support operations globally.
• Reporting : Prepare and present regular reports on team performance, operational challenges, and customer satisfaction to senior leadership.

WHAT YOU BRING

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