Sr Manager of Global Support

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Requirements:

• Minimum of 8 years experience in customer support or service roles, with at least 3 years in a leadership position managing global teams.
• Proven track record of developing and executing successful support strategies in a global context.
• Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Flexibility to work across different time zones.
• Ability to troubleshoot and resolve complex software issues with customers.
• Experience hiring and training support teams.
• Experience building 24/7 support processes.
• Experience building dashboards and analytics for business review.
• Experience building and enforcing incident management systems.

Responsibilities:

• Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs.
• Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with necessary skills and resources.
• Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates.
• Collaborate with product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success.
• Manage and optimize support channels (email, chat, phone, social media) for timely and effective assistance.
• Foster a customer-centric culture within the team, emphasizing proactive support and customer advocacy.
• Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials.
• Negotiate and manage contracts with external support vendors and partners, ensuring compliance with service standards and cost objectives.
• Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery.