Support Delivery Manager, French

This is a fully remote position, open to applicants in India.

📋 Description

• Taking responsibility for overseeing the support experience of strategic accounts while acting as a trusted advisor to ensure customer satisfaction.

• Utilizing a data-driven approach to inform, assist, initiate process enhancements, and improve operational efficiency for our clients.

• Collaborating with and coordinating efforts among technical support, engineering, product management, and account teams to address customer incidents and escalations.

• Leading incident reviews and implementing process improvements based on the findings.

• Managing long-term problem prevention strategies to resolve recurring or systemic issues.

⛳️ Requirements

• Possess extensive support experience in account management or a customer success role within a technical environment.

• Have a strong understanding of how the internet operates, including its networks and protocols, such as TCP/IP, HTTP, DNS, and TLS/SSL.

• Experience with content delivery performance, cloud computing, cybersecurity incident management, and attack mitigation techniques is essential.

• Familiarity with crisis, problem, incident, and/or escalation management is required.

• Proficiency in both English and French is necessary.

• Display an empathetic approach towards customers, with creativity, self-motivation, and a passion for developing customized support improvements.

🏝️ Benefits

• We prioritize your health, well-being, financial stability, and life beyond work.

• FlexBase adapts to the needs of your job.