Manager, Global Customer Support

📋 Description

• Lead, coach, and mentor a team of Support Engineers, empowering them to provide exceptional technical expertise and customer-focused service.

• Collaborate closely with Sales, Customer Engineering, and Product & Engineering teams to communicate customer feedback and address operational transitions between teams.

• Develop and execute strategies to meet team and individual performance targets, surpassing customer, organizational, and company expectations.

• Cultivate a collaborative and supportive team atmosphere that encourages knowledge sharing and professional growth.

• Identify and implement process enhancements to improve the efficiency and quality of your team's service delivery and operations.

• Oversee all support engagement activities for your assigned team, including the introduction of new offerings, service launches, and readiness initiatives.

⛳️ Requirements

• Proven success in leading a global or regional technical support team within a SaaS or enterprise software organization.

• Comprehensive understanding of complex technical concepts and the ability to convey them clearly and succinctly to a non-technical audience.

• Strong grasp of customer lifecycle management, escalation procedures, and success metrics.

• Excellent communication, interpersonal, and coaching abilities with the capacity to motivate and inspire others.

• Proficient in prioritizing tasks, managing multiple deadlines, and thriving in a fast-paced environment.

• A bachelor’s degree or equivalent relevant work experience is required.

• This position is not eligible for visa sponsorship.

🏝️ Benefits

• Competitive total rewards package.

• Bonus potential.

• Equity for eligible roles.

• Flex Fund monthly stipend.

• Pension/401k plans.

• Health coverage.