Manager, Technical Support

Details

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
• Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
• Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
• Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
• Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.
• 10+ Years of relevant experience of which minimum 4+ years in people management.
• Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience.
• Experience being inclusive, while working with team members in different geographic locations and time zones.
• Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge.
• Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale.
• Have proven documentation ability to “write it down” to create and curate internal and external documentation.
• Have Strong English written and verbal communication skills.
• Understanding and experience with AI related tools.
• Strong commercial acumen with the ability to identify expansion opportunities through customer interactions.
• Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes.