We are seeking an experienced Manager to lead and manage a high-performing technical suppor team operating during night shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers
and ensuring timely, high-quality resolutions to technical issues.
WHAT YOU WILL BE DOING
providing guidance, mentorship, and support to ensure exceptional customer
service.
Shift Management: Oversee night shift operations, ensuring optimal staffing,
workload distribution, and timely responses to customer inquiries.
Customer Escalations: Handle complex escalations, working closely with
engineering, product, and other cross-functional teams to resolve high-priority
issues.
Performance Monitoring: Establish and track key performance indicators
(KPIs) for the team, including response times, resolution times, and customer
satisfaction metrics.
24x7 Support Strategy: Contribute to the design and implementation of 24x7
support processes, optimizing efficiency and ensuring alignment with global
support operations.
Training & Development: Identify skill gaps within the team and coordinate
necessary training and development programs to enhance technical and soft
skills.
Continuous Improvement: Drive continuous improvement initiatives,
leveraging customer feedback and support data to optimize processes and
deliver a superior customer experience.
Collaboration: Work closely with other regional support teams to ensure
knowledge sharing and consistency across support operations globally.
Reporting: Prepare and present regular reports on team performance,
operational challenges, and customer satisfaction to senior leadership.
