Description

You will lead a regional team of Technical Support Engineers, ensuring world-class service delivery, owning escalations, and driving resolutions across all support channels. You'll monitor quality KPIs, optimize workflows, and elevate team performance through coaching and development.

Requirements

• Bachelor's degree
• 5-8 years in customer-facing role
• 3+ years managing Technical Support teams
• Leadership and coaching skills
• Resource management and performance improvement

Responsibilities

• Ensure excellent customer service through all channels
• Reduce customer effort by optimizing troubleshooting and promoting supportability enhancements
• Own escalations and engage customers directly until resolution
• Monitor quality KPIs to address concerns quickly
• Mentor, coach, and conduct weekly 1x1s with direct reports