- Manage two Support Leads and, through them, the specialist team across shifts and time zones.
- Develop Support Leads' ownership of forecasting, QA, and automation, and partner with them on hiring, onboarding, and performance issues.
- Own demand forecasting, scheduling, shift coverage, and capacity plans for the 24/7 support operation.
- Monitor queue health and adjust staffing as volume changes, including during seasonal peaks.
- Run the QA program, including scoring rubrics, calibration, and coaching loops.
- Own CSAT, first response time, resolution time, and backlog metrics, and maintain support macros, workflows, and knowledge base content.
- Partner on AI resolution performance and identify opportunities to automate repetitive work.
- Manage bug and incident escalations with Engineering, and surface product feedback and contact drivers to Product.
- Coordinate customer handoffs and at-risk accounts with Implementation and Customer Success.
- Deliver weekly and monthly reporting on volume, performance, quality, and staffing, and flag operational risks with a recommended plan.
SalesforceQuality AssuranceCustomer support