Manager, Support

Posted 21 days agoViewed

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💎 Seniority level: Manager, 4+ years

📍 Location: France, Germany, Spain, and the United Kingdom

🔍 Industry: Software Development

🏢 Company: Remote Woman

⏳ Experience: 4+ years

🪄 Skills: LeadershipPHPPythonGitNginxPeople ManagementCross-functional Team LeadershipActiveMQCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringLinuxWritten communicationAdaptabilityEmpathyTroubleshootingActive listeningTeam managementTechnical supportCustomer supportCustomer Success

Requirements:

4+ years of combined experience managing technical or cross-functional teams.
Hands-on web development using PHP, Python, Ruby, or Go.
Proficiency in Linux system administration.
Familiarity of git for version control, and a solid understanding of DNS, TLS, and encryption.

Responsibilities:

Plan and report activity of the team, ensuring clear processes are established and effectively communicated across teams.
Mentor and train team members, evaluate performance, and implement skill development plans to meet evolving needs.
Streamline operations: Develop and maintain support processes, ensuring alignment with broader organizational objectives. Report on team performance and implement action plans to address gaps or challenges.
Drive customer success: Set performance standards that align with support goals, oversee high-level customer issues, and ensure effective long-term resolutions. Coordinate escalations to Customer Success and other internal teams to maintain seamless collaboration.
Support during critical incidents: Assist the team in managing high-level incidents, ensuring efficient and empathetic communication with customers while resolving complex challenges.

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