What Your Responsibilities Will Be
Team Leadership
- You will lead a team of technical support professionals, including first-line managers and leads
- Set performance goals, conduct evaluations, and foster a collaborative, high-performing team culture
Technical Support Operations
- You will oversee daily support operations to ensure effective issue resolution
- Implement and increase support processes to drive efficiency and meet SLA targets
- Collaborate with global teams to improve KPIs and enhance the customer experience
Customer Interaction
- You will manage escalations, providing expert guidance to resolve complex technical issues
- Engage with customers to understand challenges, identify root causes, and deliver effective solutions
- Communicate technical concepts clearly to both technical and non-technical stakeholders
Cross-Functional Collaboration
- You will partner with product, sales, marketing, and training teams to share insights and improve product and service delivery
- Align support strategies with our goals through active participation in cross-functional initiatives
Performance and Reporting
- You will analyze support metrics and customer feedback to identify trends and improvement opportunities
- Deliver regular performance reports and insights to senior leadership
Continuous Improvement
- You should champion initiatives that improve support quality, efficiency, and customer satisfaction
- Stay current with industry trends to introduce innovative solutions and best practices
What Youll Need to be Successful
- Bachelors degree in a relevant technical field (e.g., Computer Science, Information Technology).
- 12+ years of experience building a technically focused, customer-facing, advanced experience support team and cross-functional collaboration with other teams
- Exceptional leadership and team management skills, with the ability to motivate and inspire a technical support team.
- Proficient in CRM platforms (e.g., Salesforce, ServiceNow) and experienced in managing multi-channel support (chat, phone, email, portal)
- Skilled in support process engineering and service improvement
- Analytical mindset with the ability to analyze complex technical problems and develop effective solutions.
- Experience with customer relationship management (CRM) software and support ticketing systems.
- Excellent knowledge of CRM tools like Salesforce, Service now etc.
- Flexibility to work in rotational night shifts(Work from office 5 days a week)
