Manager, EMEA Technical Support

Your Title: Manager, EMEA Technical Support

Job Location: EMEA, London, Remote

Our Department: SketchUp/A&D

What You Will Do

The Technical Support team at SketchUp is a global team of experts dedicated to enhancing the SketchUp customer experience. With a large and growing team, we have the opportunity to expand our leadership team in the EMEA region and we're looking to add a Manager of Technical Support to oversee the daily activity of our support team based in EMEA and prepare for scalable growth.

As the Manager of Technical Support, you'll be responsible for the performance of EMEA team, developing policies and procedures, performance management, annual performance evaluations, meeting operational objectives, driving a great customer experience, improving quality of service, and demonstrating values following the Support driving principles. The Manager of Technical Support relies on experience and judgment to plan and accomplish goals, perform various tasks, and leads/directs the work of others. A wide degree of creativity and latitude is expected for this position. This leadership role needs a human-centric mindset that puts the needs, perspectives, and aspirations of customers and employees at the center of all of our activities to truly innovate how we deliver support and tackle our organizational complexities.

Primary Responsibilities

• You will lead a team of approximately up to 10 employees and provide leadership through performance management including coaching, technical advice, and professional development to ensure success and enable growth of both the team and the business
• Foster an environment and culture for exceptional customer support and value delivery
• Take ownership of support escalations with urgency, ensure customer resolution, and empower agents to make the right decisions for our customers
• Ensure team KPIs and SLAs are being met in accordance of OKRs
• Partner with customers and cross-functional teams as a liaison to ensure quality service delivery and customer satisfaction
• Continue to drive towards operational excellence and improve efficiency, drive results, and enhance the overall customer experience
• Represent Support in cross-departmental project work and engage in decision-making to deliver the best outcomes for all
• Work in partnership with leads on queue performance reports by collecting, analyzing, and summarizing data and trends and pushing through change management tactics
• Identify improvement opportunities and make recommendations for change based on thoughtful research and data analysis
• Forecast workforce management needs for appropriate staffing needs
• Responsible for the onboarding and upskilling of technical support agents by developing training and continuous learning
• Proactively prepare the team for product releases by ensuring they have access the knowledge necessary to support customers

What Skills & Experience You Should Bring

• Bachelor's Degree or equivalent work experience in a technology-related field
• 5+ years of leadership and supervisory experience (Team Lead, Supervisor or higher) including performance management of direct reports
• Experience using data and analytics to solve problems
• Demonstrated customer support and relationship-building experience
• Ability to manage customer issues from beginning to end
• Ability to deal with demanding situations, ambiguity, while working independently in a dynamic environment
• Effective at time management and prioritization
• Self-motivated and highly organized with a demonstrated ability to manage in a fast-paced environment
• Excels in leading a team through change
• Excellent communication and interpersonal skills
• Ability to hire, staff, and build effective teams
• Ability to motivate and direct others

Skills you could bring:

• Knowledge of 3D modeling, 3D graphics processing or energy performance
• Proficient in CRM tools (Salesforce, Jira, Confluence, Google Suite)
• Experience in a SaaS business environment
• Previous experience as a technical support team member
• Strong knowledge of Trimble tools/applications/integration
• Background in Engineering, Architecture, Design, or User Experience is also a plus

About Your Location

Remote location in EMEA region. London office HQ.

About Our A&D Division

SketchUp is one of the most popular 3D modeling and design tools in the world. Today, hundreds of thousands of architects, engineers, contractors, woodworkers, artists, and other creatives use SketchUp Pro, LayOut, Sefaira, and 3D Warehouse to design everything from transit centers with excellent energy performance to treehouses and everything in between. Our mission is to help make our users better, smarter, and more successful.

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