Elevate customer experience as a Manager in Technical Support. Lead a proactive team focused on delivering superior client service and technical solutions in a 24x7 operational model.
The successful candidate will manage the support team's daily activities, guiding staff development and fostering a collaborative environment. This role emphasizes building relationships and driving improvements based on client feedback while ensuring the team addresses issues effectively. Applicants must have a robust technical background and extensive experience in a SaaS support setting.
Key Responsibilities:
• Direct a team to achieve high technical support standards
• Monitor performance metrics and customer satisfaction reports
• Provide mentorship and training for team members
• Manage communication between departments for effective resolutions
• Handle escalations with urgency and integrity
Requirements:
• 10 years in customer-facing SaaS support
• 5 years progressive...