Description

You will lead a team of customer support personnel, driving service excellence and resolving complex issues. You will develop procedures for ticket management and incident processes, collaborate cross-functionally to improve customer outcomes, and stay current on product developments and industry trends.

Requirements

• Minimum 8 years customer-facing support experience
• 0-2 years leading customer-facing support teams
• Experience in a growing SaaS-based company
• Strong leadership and communication skills
• Bachelor's degree in business management or relevant field

Responsibilities

• Manage a team of support personnel, setting objectives and fostering a high-performance culture
• Develop and refine standard operating procedures for ticket management, monitoring, and incident management
• Serve as escalation point for complex customer problems, collaborating with cross-functional teams
• Manage operational impacts of planned changes, outages, and technology emergencies
• Partner with internal stakeholders to drive customer success and quality