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🔍 Infrastructure software
🏢 Company: Ditto Job Board
- Bachelor's degree in Computer Science, Maths or related fields.
- 5 or more years managing a Support team in an infrastructure software company.
- Experience managing Technical Support Engineers in multiple geographies.
- Strong understanding of SaaS platforms and Cloud Infrastructure such as AWS, GCP, and Azure.
- Excellent leadership and management skills.
- Familiarity with CRM and customer support software such as Zendesk.
- Exceptional communication, interpersonal, and decision-making skills.
- Ability to analyze data and create strategies based on findings.
- Directly manage daily operations of the global Support team, ensuring optimal performance and customer satisfaction.
- Deliver customer service policies, standards, and procedures to foster exceptional service experience.
- Maintain round-the-clock coverage schedule to achieve excellence in SLA attainment.
- Work with HR partners to recruit and retain the best Support Engineer talent.
- Collaborate internally with Sales, Product Management, and Engineering to expedite issue resolution and capture customer feedback.
- Drive continual improvement in our customer support platform and processes.
- Track and report on customer behaviour, satisfaction levels, and team performance.
AWSLeadershipPythonBashGCPAzureCRMSaaS
Posted about 1 month ago
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