Support Manager - Remote

Overview

We are seeking a dynamic and passionate individual to join our team as a Support Manager. The ideal candidate will excel in fostering strong, collaborative relationships within a product support team.

In Short

• Lead and optimize Technical Support outcomes, efficiency, and KPIs.
• Implement operational improvements to streamline processes and leverage automation.
• Foster an environment of innovation and continuous improvement.
• Mentor team members to provide customer-centric support.
• Identify training needs and schedule ongoing education.
• Manage and lead the Technical Support team.
• Review and respond to customer feedback.
• Serve as a management-level escalation point.
• Engage closely with Engineering Teams.
• Demonstrate collaboration with the Center of Excellence in India.

Requirements

• BS or MS in Computer Science or equivalent experience.
• Experience in a technical support environment.
• Experience of Budgeting/Planning financials.
• Knowledge of global support processes.
• Proficiency in collecting and reporting support metrics.
• Confidence and professionalism in interactions.
• Proven track record of leading complex processes.
• Strong commitment to customer satisfaction.

Benefits

• Confidentiality of information according to EEO guidelines.
• Knowledge of a second language a plus.