Senior Manager Technical Support
Skills
CoachingCustomer LoyaltyCustomer SatisfactionCustomer SupportHigh PerformerIT EscalationKey Performance Indicators
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Must have 8+ years in advanced customer support and 4+ years in team leadership.
- Proven ability to manage customer escalations and drive continuous improvement.
- Strong skills in analyzing support data and using common support tools like Zendesk and Jira.
Nice to have
- Customer First
- Cross-Functional Collaboration
- Technical Support Skills
- Continuous Improvement
- Strong Leadership
Day to day
- Lead the escalated support team providing high-level management.
- Develop teams with a customer-first mindset and ensure they have necessary training and tools.
- Collaborate with product and engineering teams maintaining insightful feedback.