Manager, End User Support - Remote

Overview

This position is for a Manager of End User Support, leading a multi-tiered support organization and driving operational excellence in the United States.

In Short

• Lead and develop internal team members across various support tiers.
• Manage global BPO relationships ensuring SLA adherence.
• Oversee workforce management using Zendesk WFM.
• Supervise customer onboarding processes and escalation handling.
• Resolve complex customer and transaction-related issues.
• Analyze performance data to identify trends and guide improvements.
• Collaborate with cross-functional teams to enhance customer experiences.
• Drive innovation and process improvements in a fast-paced environment.

Requirements

• Experience in leadership and team development.
• Strong vendor management skills.
• Proficient in workforce planning and scheduling.
• Ability to analyze data and make data-driven decisions.
• Experience with Zendesk or similar platforms.
• Knowledge of regulatory compliance in customer support.
• Excellent communication and collaboration skills.

Benefits

• Opportunity to influence cross-functional teams.
• Work in a fast-paced and innovative environment.
• Professional development and mentorship opportunities.
• Remote work flexibility.