What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 10+ years in customer support customer service technical support or operations management
- 5+ years in senior management roles
- Experience in large enterprises or multinational corporations
- Experience building global customer support systems preferred
- MBA or degree in Business Administration Management Marketing Information Systems Computer Science Engineering Management or Telecommunications Engineering preferred
- Knowledge of customer support management technical support management CX CRM ITSM service operations SLA management data analysis project management and operations management
- Proficiency with Salesforce Service Cloud Zendesk ServiceNow Freshdesk Microsoft Dynamics 365 HubSpot Power BI or Tableau
- MBA ITIL Foundation or Managing Professional PMP Lean Six Sigma Green Belt or Black Belt COPC certification preferred
- Strong customer-centric mindset service operations leadership technical problem solving process optimization business acumen risk management cross-functional coordination communication influence and team leadership
Nice to have
- Customer-centric
- Strategic thinker
- Data-driven
- Cross-functional leader
- Process-oriented
- Executive presence
Day to day
- Lead global or regional customer support operations with a strong focus on service quality and customer experience.
- Develop and execute customer support strategy, service standards, and operating models that align with business goals.
- Drive omnichannel support excellence technical support efficiency digital transformation and data-driven improvements across teams.