Manager / Senior Manager Customer Support

Responsibilities:

• Lead and manage a team of technical support representatives, including hiring, training, coaching, and performance management: The Manager/Senior Manager Customer Support will be responsible for managing the day-to-day activities of the technical support team, including hiring, training, coaching, and performance management. The individual will need to have strong leadership and people management skills to ensure the team is motivated and inspired to achieve goals and deliver exceptional customer service.
• Develop and implement effective strategies, policies, and procedures for technical support services: The Manager/Senior Manager Customer Support will need to develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services. This will include identifying areas for improvement, developing new processes, and implementing best practices.
• Monitor and analyze support metrics to identify areas for improvement: The Manager/Senior Manager Customer Support will need to monitor and analyze support metrics, such as response time, resolution time, and customer satisfaction, to identify areas for improvement. They will need to make data-driven decisions to enhance team performance and customer satisfaction.
• Collaborate with cross-functional teams to ensure effective communication and timely resolution of customer issues: The Manager/Senior Manager Customer Support will need to collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues. This will require excellent communication and interpersonal skills to interact with customers, team members, and cross-functional teams.
• Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them: The Manager/Senior Manager Customer Support will be the escalation point for complex customer issues and will need to provide guidance and support to the team in resolving them. This will require excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
• Develop and deliver training programs to enhance the technical skills and knowledge of the support team: The Manager/Senior Manager Customer Support will need to develop and deliver training programs to enhance the technical skills and knowledge of the support team. They will need to stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning: The Manager/Senior Manager Customer Support will need to foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning. They will need to conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
• Prepare and present reports on team performance, key metrics, and customer feedback to senior management: The Manager/Senior Manager Customer Support will need to prepare and present reports on team performance, key metrics, and customer feedback to senior management. This will require excellent analytical and problem-solving abilities.

Required Skills:

• Strong leadership and people management skills: The Manager/Senior Manager Customer Support will need to have strong leadership and people management skills to motivate and inspire a team to achieve goals and deliver exceptional customer service.
• Excellent technical troubleshooting and problem-solving skills ( Cloud Technologies) The Manager/Senior Manager Customer Support will need to have excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
• Proven experience in managing 24x7 technical support operations: The Manager/Senior Manager Customer Support will need to have proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
• Exceptional communication and interpersonal skills: The Manager/Senior Manager Customer Support will need to have exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
• Strong customer service orientation: The Manager/Senior Manager Customer Support should have a strong focus on customer satisfaction and be committed to providing exceptional customer service. They should be able to empathize with customers and understand their needs and be willing to go the extra mile to ensure that customer issues are addressed and resolved in a timely and effective manner.
• Ability to work well under pressure: The Manager/Senior Manager Customer Support should be able to work well under pressure and handle multiple tasks simultaneously while maintaining a high level of customer service.

Qualification:

• Bachelor's degree in a relevant field, such as computer science or information technology.
• Proven experience (15+ years) in managing a technical support team or a similar role. Minimum 5 years people management experience
• Strong knowledge of technical support best practices and methodologies.
• Experience in using support management tools and systems.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively in a team environment.
• PMP or ITIL certification (preferred).
• Previous experience in the software or technology industry (preferred).