Technical Customer Support Manager - Mexico
JumpCloud
This job is no longer accepting applications
See open jobs at JumpCloud.See open jobs similar to "Technical Customer Support Manager - Mexico" Techstars.Responsibilities
- Provide day-by-day management for Tier 1, Tier 2, and Tier 3 Support Engineers including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations
- Implement strategies to manage a global workforce spread across the U.S., U.K., and Mexico
- Analyze data to drive performance and eliminate friction points for customers
- Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
- Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email
- Coach and train team leads to ensure that are meeting the needs of the team
- Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management
- Strive for constant improvement through processes that increase efficiency and consistency for global case responses
- Develop and execute on key objectives tied to company goals
- Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
- Collaborate with the Customer Success Learning Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product
- Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
- Coach and develop support engineers through highly effective 1-1s and growth plans
- Monitor customer satisfaction via customer surveys, escalations to management, and and performance dashboards
- Additional duties may be assigned
Qualifications
- 4+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base
- Ability to multitask and pivot when necessary in a fast-paced environment
- 7+ years in a technical role supporting IT products
- Excellent communication skills and customer facing abilities
- Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.
- Technical degree or relevant professional experience
- Ability to make data-driven decisions in line with strategic initiatives
- Experience motivating high performing teams, building technical support teams, and retaining top talent
- Familiarly with IT Services, IAM and DaaS a strong plus
- Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities
- Experience managing remote teams and managing teams in a 24X7 environment a plus
- Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear
This job is no longer accepting applications
See open jobs at JumpCloud.See open jobs similar to "Technical Customer Support Manager - Mexico" Techstars.