Description

You will lead a team of Support Engineers to deliver exceptional customer experiences for our US-based and global customers. Managing post-sales support, you'll drive operational excellence, collaborate with cross-functional teams, and develop your staff through performance management and career planning.

Requirements

• Bachelor's degree in any discipline
• 7-10 years experience in technical customer support
• 3+ years as a people manager in support organizations
• Excellent written and verbal communication skills
• Experience with phone home and proactive support best practices

Responsibilities

• Manage business and operational excellence of customer support organization
• Implement service delivery strategy and ensure quality standards are met
• Collaborate with Sales, Marketing, Engineering, and other teams to improve customer satisfaction
• Drive operational improvements and monitor support metrics to guide decisions
• Handle escalations and drive them to positive closure with timely updates