This role is responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences
Job Summary
This role is responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences.
The position requires owning day-to-day operations, driving towards meeting KPIs and SLAs, and coaching individuals to become product experts.
Candidates must have at least 3 years of experience leading a Support team within a Software as a Service environment.
Matching Summary
This role is responsible for managing and mentoring a team of globally distributed professionals in providing exceptional customer support experiences.
Skills & Requirements
Must-have
3+ years people management experience
Technical SaaS environment experience
Global team leadership capability
Case queue management expertise
KPI and SLA performance ownership
Nice-to-have
Experience with release readiness processes
Strong written and verbal communication skills
Ability to work independently and take ownership
Track record as a resource for other managers
Desire to learn new skills quickly
Key Requirements
3+ years prior people management experience
3+ years in technical support or customer service
Experience operating in fast-paced high-volume SaaS environments