Technical Customer Support Manager

• 10+ Years of experience with 5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email based) - with a track record of customer reported excellence across multiple products and technologies
• Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
• A deeply operational mindset - you dive into specific tickets and have an ability to understand the core of any operational issue by having an understanding of the details.
• Familiarity with software engineering and IT processes and tools
• Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience - you are a customer advocate of the highest order
• Can work remotely and open to work in US Shift 

Responsibilities

• Full operational management of L1 and L2 support agents with team leads reporting to you.
  • Create/Maintain customer support org to serve customers 24x5 and over weekends.
  • Define/Maintain right set of SLAs and work constantly to achieve customer success goals.
  • Define/maintain processes to install right technical/communication skill set in team members.
  • Define/Maintain SOPs/Solutions to increase the FR SLA.
• Lean methods for maximum efficiency
  • Daily “Pair Support” program assignments that drives us towards a state where every agent supports every product
  • Weekly progress driving customer success as measured by increased NPS scores
  • Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution
• Cross Team interaction
  • Cross-functional rollouts of business wide programs to drive our customer’s success
  • Participate in daily/weekly/monthly management meetings to present key hurdles/challenges/successes with core group.
  • Arrange regular training of new releases of products and make sure team is well equipped with guides & required materials
  • Interact with Sales team to clear hurdles in key deals or offer help wherever required to close the deals
• Personal Goals
  • To Keep yourself up to date about Organization Goals, Challenges.
  • To keep yourself up to date about Product releases and dependent technology knowledge
  • Personally handle portfolio of key customers to make sure that support quality is at par.
• Team Performance
  • Conduct regular training sessions for team yourself or through trainer to groom the team.
  • Plan quarterly person oriented activity calendars to give team chance learn things.
  • Create performance plan for team as per their skillset and guide them to define/achieve their career goals.