Sr Manager, Customer Support Role
We are seeking a Senior Leadership professional to lead and scale the customer support organization across a designated geographic region.
Key Responsibilities:
* Develop and implement the regional customer support strategy aligned with global standards and business objectives.
* Lead, mentor, and manage a regional support team to provide high-quality technical support for our platform.
* Foster a collaborative and customer-focused team culture, encouraging proactive issue resolution and continuous improvement.
Customer Experience Management & KPI's:
* Establish and maintain a support structure to handle escalations, complex issues, and critical incidents, coordinating with global teams as needed.
* Oversee leaders who manage support tickets, track performance metrics, and analyze trends to identify recurring issues, implement long-term solutions.
Operational Excellence:
* Implement scalable support operations including self-service tools, AI, and knowledge bases.
* Serve as a customer-facing second-tier escalation point for unresolved product/service issues, working with cross-functional teams to find swift and effective resolutions.
Service Quality and Continuous Improvement:
* Define and track key performance indicators (KPIs) to measure service quality, response time, and user satisfaction within the region.
* Identify areas for improvement in support processes and tools, and implement strategies to enhance platform reliability and user experience.