THE OPPORTUNITY
- Lead a Global Team: Foster a high-performance, customer-centric culture while managing scheduling and coverage across multiple time zones.
- Own Support KPIs: Track, analyze, and improve key metrics (SLA adherence, first response time, resolution time, etc.) through data-driven insights.
- Strategic Collaboration: Partner with Product, Configuration, and Engineering teams to ensure swift resolutions and drive product enhancements based on customer feedback.
- Customer Escalations: Serve as the final escalation point for critical issues, offering technical and communication guidance to the team.
- Team Development: Create growth plans, conduct performance reviews, and promote continuous learning and professional development.
- Process Optimization: Refine and implement operational procedures to maximize efficiency, boost productivity, and enhance customer satisfaction.
THE SKILL SET
- 7+ years in technical support (3+ years managing or leading teams), ideally in a SaaS environment.
- Proven history of building and guiding high-performing global support teams.
- Exceptional leadership, communication, and strategic problem-solving skills.
- Experience with CRM (Salesforce) and project management tools (JIRA, Teams, Azure).
- Proficiency in T-SQL, PowerShell or comparable scripting utilitiesand Windows Server troubleshooting.
- Familiarity with .NET/JAVA to understand code-level escalations.
- Ability to develop robust analytics reports for continuous process improvement.
THE BENEFITS
- Professional growth and Development opportunities.
- Working within a team of friendly, skilled people where help is always within reach
- Flexible working hours
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
- High-end laptop (Dell or Mac)
- Competitive pay and bonus
- 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
- 16 hours of paid volunteer time off per year
- 26 weeks of paid maternity leave and one week of paid paternity leave.
- Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
- Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
- Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
- Provident fund contributions
What We Do
Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people. Vendavo is headquartered in Denver, CO and has offices around the globe.
Why Work With Us
With our SaaS products, we collaborate with our B2B customers unlike any others in our industry. Anchored in our values (Move with Integrity, Be Clear, Win as One, Solve for the Customer, Build What’s Next), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.
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Vendavo Offices
Remote Workspace
Employees work remotely.
We are digital nomads - a 100% remote company with offices for employees to have the flexibility to work from wherever they work best.
