Sr. Manager, Global Technical Support (Call Recording & Analytics)

Team Leadership

• Manage and mentor a global team of technical support professionals and/or subordinate manager(s) in a high-performance environment. 
• Develop and retain talent, fostering career growth and progression for team members. 
• Drive consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Services) in the workflow. 

Strategy Development

• Develop and implement support strategies and objectives that align with company goals. 
• Analyze support metrics to identify trends and areas for improvement. 

Resource Management:

• Manage resources effectively, primarily staffing across multiple time zones. 

Customer Engagement:

• Ensure high levels of customer satisfaction through effective support solutions. 
• Actively engage directly with customers and partners to build relationships, gather voice of customer feedback, and manage escalations. 

Process Improvement:

• Implement new technologies and tools, including AI, to enhance support efficiency. 
• Recommend workflow, platform, and support channel improvements to resolve issues and scale the use of new support practices 
• Promote our adoption of self-service offerings by our customers and partners, including knowledgebase, community, and training resources.

Technical Expertise:

• Stay informed about the organization's products or services, as well as industry trends and best practices in technical support.  
• Provide guidance to your team on complex technical issues. 

Crisis Management:

• Handle escalated or urgent technical issues effectively, providing leadership and support to your team during critical situations and following established incident processes. 

Training & Development:

• Actively participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes. 
• Conduct performance analysis based on support metrics and quality reviews, delivering in weekly/bi-weekly 1:1s.  

Cross-Functional Collaboration:

• Collaborate across functions to resolve escalated issues, fulfill customer needs, and improve supportability of products and services.  
• Contribute support feedback to product roadmap planning and enhancements. 
• Participate in the sales process to promote bookings growth for premium Support offerings. 
• Interact with all levels of leadership across Smarsh and clients as needed. 

Reporting & Analysis:

• Generate reports on support metrics and present findings to stakeholders. 
• Use data analysis to drive decision-making and strategic planning. 

What will you bring?

• 7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies. 
• Industry experience with Voice Recording &/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral, etc.) is highly desirable  
• Experience with SIP Signaling and a solid understanding of the protocol, Linux and Windows Server, Microsoft Azure Network, Windows networking, Wireshark / WinPcap 
• Strong tactical decision-making and crisis management experience in a continuously evolving environment.  
• Experience applying critical thinking and analytical skills to drive larger objectives which contribute to multiple areas of the organization.  
• Cross-collaboration experience with Product Management, Sales Management, and Partners/Resellers. 
• Passion for helping customers and team members succeed.  
• Exceptional verbal, written, presentation, and interpersonal communication skills. 
• Ability to persuade others in sensitive complex situations while preserving relationships. 
• Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms