Sr Manager of Global Support

What you will do:

• Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs.
• Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with the necessary skills and resources.
• Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates.
• Collaborate with the product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success.
• Manage and optimize support channels (email, chat, phone, social media) to ensure customers receive timely and effective assistance.
• Foster a customer-centric culture within the team, emphasizing the importance of proactive support and customer advocacy.
• Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials.
• Negotiate and manage contracts with external support vendors and partners, ensuring they meet our service standards and cost objectives.
• Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery.

What you bring:

• Minimum of 8 years experience in customer support or service roles, with at least 3 years in a leadership position managing global teams.
• Proven track record of developing and executing successful support strategies in a global context.
• Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Flexibility to work across different time zones.
• Should have the ability to work with customers to troubleshoot and resolve complex software issues
• Have hired and trained support teams
• Built support Processes of 24/7 availability.
• Built dashboards and analytics for business review
• Built and enforced Incident Management systems

What We Offer

• 💻 Remote First Policy
• 🏥 Medical/Dental/Vision Insurance
• 🏝 PTO & Holidays
• ✨ Life Insurance

Base Pay Range: $150,000 - $170,000 estimated based on experience and location