As a Technical Support Manager for Tier 1, Tier 2, and Tier 3 support you will be responsible for managing and building a world-class team of Customer Support Engineers that can provide an elevated level of support to our highest priority customers.
We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. This person will be responsible for day-to-day operations in an omnichannel customer service model (phone, chat, email) which includes coordinating the resolution of high priority cases, partnering with product and engineering on defect management, coaching a talented team of support engineers, and strengthening our processes and tooling designed for scale and efficiency.
People management, project management, and a proven ability to use metrics to measure success are critical in this role. Previous experience managing technical support teams in a SaaS environment is preferred and the ability to work 3rd shift is required.
Responsibilities:
Provide day-by-day management for Tier 1 and Tier 2 Support Engineers including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2
Analyze data to drive performance and eliminate friction points for customers
Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email
Collaborate with other Support Managers to ensure an optimal customer experience
Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management
Strive for constant improvement through processes that increase efficiency and consistency for global case responses
Develop and execute on key objectives tied to company goals
Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
Collaborate with the Customer Success Learning
Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer baseC
oach and develop support engineers through highly effective 1-1s and growth plans
Monitor customer satisfaction via customer surveys, escalations to management, and and performance dashboards
Additional duties may be assigned
Qualifications:
Shift Time: 00:00-9:00 IST Tuesday -Saturday
4+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
7+ years in a technical role supporting IT products
Ability to multitask and pivot when necessary in a fast-paced environment
Excellent communication skills and customer facing abilities
Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.
Technical degree or relevant professional experience
Ability to make data-driven decisions in line with strategic initiatives
Experience motivating high performing teams, building technical support teams, and retaining top talent
Familiarly with IT Services, IAM and DaaS a strong plus
Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
Experience managing remote teams and managing teams in a 24X7 environment a plus
Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear
