Job Description
We are seeking a highly skilled professional to lead our customer support team. The successful candidate will have excellent leadership skills, strong communication abilities, and a proven track record of delivering high-quality results.
The ideal candidate will have experience managing teams, analyzing data, and driving continuous improvement initiatives. They will also be skilled in stakeholder engagement, customer relationship management, and IT service management principles.
As a key member of our team, the successful candidate will be responsible for leading day-to-day operations, monitoring team workload, prioritizing tasks, and ensuring adherence to SLAs and support processes. They will also analyze support trends, drive continuous service improvement initiatives, and provide coaching and development opportunities for support team members.
Required Skills and Qualifications
* Proven experience managing customer support teams, including cross-functional coordination
* Strong working knowledge of ITIL service management principles and tools (e.g., Salesforce, ServiceNow)
* Experience supporting both SaaS and on-premise application environments in a customer-facing role
* Demonstrated ability to analyze service performance data and implement continuous improvement initiatives
* Skilled in stakeholder engagement and customer relationship management at senior or executive levels
Benefits
We offer a range of benefits to our employees, including flexible work arrangements, opportunities for professional growth and development, and a supportive work environment.
We are committed to creating a workplace that is inclusive and welcoming to all employees. We strive to create a culture of diversity, equity, and inclusion, where everyone feels valued and respected.
Join us and become part of a dynamic team that is passionate about delivering exceptional customer experiences.