Responsibilities
- Leads a team delivering technical support for complex software solutions, ensuring efficient operations and customer satisfaction.
- Engages regularly with team members through structured meetings and coaching sessions to align performance with organizational goals.
- Oversees scheduling, task management, and team workload balancing to support business priorities and service level objectives.
- Drives improvements in team processes, operational metrics, and customer satisfaction by leveraging data and feedback.
- Serves as an escalation point for high-impact customer issues and manages timely resolution.
- Collaborates with other departments to streamline processes and improve inter-team communication.
- Recruits, hires, and manages team performance, including development and disciplinary actions.
- Facilitates onboarding and training to drive employee engagement and long-term retention.
- Leads special projects as assigned by department leadership, ensuring timely and high-quality execution.
Essential Functions
- Manage and oversee technical support team operations and staffing.
- Resolve escalated customer issues while maintaining high service quality.
- Analyze team performance using operational data and customer feedback.
- Ensure successful execution of departmental objectives and priorities.
- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
- Maintain professional interaction with internal and external stakeholders
- Ability to work in a fast-paced and high-stress environment
Minimum Qualifications
- Strong leadership and interpersonal skills with a proven ability to manage high-performing teams.
- Demonstrated success in customer support roles within a SaaS or software environment.
- Excellent analytical and problem-solving skills with attention to detail.
- Effective communicator capable of presenting complex technical information clearly.
- Ability to manage multiple tasks in a fast-paced environment with competing priorities.
- 3+ years of experience in customer support roles within a SaaS or software company.
- 2+ years of experience managing technical support or similar teams.
- 6+ years in a technology-related field or technical support position.
