Your Job
As the Back Office Support Team Leader, your primary responsibility is to lead and develop the Customer Support Portal (CSP) Support Team, ensuring efficient, high-quality support for both internal and external customers. You will drive continuous improvement in support processes, foster a culture of contribution and self-actualization, and act as a key member of the global Technical Team. You will also champion the adoption and effective use of the CSP, supporting and training users while communicating policies and process requirements.
Our Team
You will be working in a business-critical back-office team, responsible for managing and supporting our installers and customers around the globe. You will also work closely with other teams internally to ensure focus on the customer and drive shared successes.
What You Will Do
- Supervise and coach the CSP Support Team in line with Principle Based Management, setting clear Roles, Responsibilities, and Expectations (RREs) and providing timely feedback to maximize each team member's contribution.
- Monitor and optimize CSP processes, ensuring effective delivery of support and identifying opportunities for transformation and improvement.
- Manage CSP platform configuration, upgrades, ticket handling, and vendor relationships.
- Deliver and coordinate CSP training for internal and external customers, leveraging partnerships and contractors as needed.
- Administer the Learning Management System / Training courses on the CSP
- Track, analyze, and report on CSP performance metrics, including KPIs and usage analytics.
- Maintain strong relationships with global partners and vendors.
- Monitor the ces.support mailbox, ensuring that the team are providing acceptable levels of support for internal and external customers.
- Act as backup for the Program and Strategic Applications Manager as required.
Who You Are (Basic Qualifications)
- Contribution-motivated leader with at least 2 years of team management experience and a track record in supporting back-office software systems.
- Fluent in English (spoken and written), confident in technical communication
- Knowledge of structuring cabling solutions, both at a technical level and industry level.
- Self-directed, adaptable, and eager to learn in a rapidly changing environment.
What Will Put You Ahead
- Experience in interfacing with other cultures / geographies.
- IT LAN infrastructure knowledge
- Holds a bachelor's degree in a relevant technical field or equivalent industry experience.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
