Manager, Global Client Support - Remote

Overview

Trackforce is the world's largest physical security workforce management SaaS company, providing a platform for managing security workforce effectively. We are looking for a Manager, Global Client Support to enhance our support team's operational efficiency and customer experience.

In Short

• Lead and optimize the global client support team.
• Establish standardized processes and workflows.
• Track and analyze key support KPIs.
• Oversee daily operations and monitor agent performance.
• Develop and maintain a knowledge base for agents.
• Identify bottlenecks and implement process improvements.
• Collaborate with cross-functional teams for continuous improvement.
• Enhance customer experience and satisfaction.

Requirements

• 3+ years of customer support experience.
• 1+ year in a leadership role.
• Strong analytical skills in support metrics.
• Experience in building support processes and playbooks.
• Familiarity with support tools like Zendesk.
• Excellent communication and problem-solving skills.
• Passionate about operational efficiency and customer satisfaction.

Benefits

• Remote-first work environment.
• Opportunity to work with a global team.
• Impact the efficiency of client support operations.