Head of Global Support

Responsibilities:Recruit, manage and coach a team of 24/7 technical support engineers focusing on our top-tier and enterprise accountsManage the flow of day to day operations, lead and prioritize workload and handle escalationsResponsible for new employee onboarding, ongoing training, and knowledge managementConduct hands-on technical investigation for customer tickets that are being escalatedOnboarding of new products/features to be supported to ensure the one-stop-shop operationCollaborate on product, process, and workflow improvements and act as the voice of customers in the organizationBuild relationships with customer teams and internal stakeholdersEscalate support related concerns and situations and be the customer-facing front for any major technical problem in the regionInitiate, plan and execute cross-functional projects as part of Riverside.fm Support strategyRequirements:5 or more years of hands-on technical support experience in B2C SAAS companies3 or more years as a Team Lead/people managerExcellent verbal and written communication skills in English - MUSTPreferred experience within a multinational organization in a global companyExperience in providing services to agreed SLA's and to meet KPIsExperience working with global R&D and Product teamsExperience managing business and/or direct client escalationsManage hands-on projects and comply with business deadlinesPassion for customer service, relationship building, and self-learning, with great troubleshooting skillsExperience mentoring, developing, and motivating engineering teamsAbility to multi-task, work under pressure and tight deadlines and time managementBachelor's Degree or Equivalent in related fields#J-18808-Ljbffr

Created: 2024-11-06