Responsibilities -

• Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
• Manage the Support team and be responsible for driving day-to-day Support Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage
• Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.
• Help define a support process that will allow our support team to scale with the company
• Closely align with other leaders in the organization and execute on OKR s (objectives and metrics) to measure the overall team s success
• Help define and put in practice standard operating principles for the Support Team
• Develop and execute on strategy for continuous improvement of our Support Team SLAs
• Manage the interactions between Support, Sales, Operations and Development on customer issues/feedback
• Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams

Requirements -

• Lead through example
• Complete ownership of customer issues
• Demonstrated success in leading teams and individual contributors
• Experience in growing the team by participating in the recruiting process
• Hands-on with excel and data-driven
• Experienced in managing customer escalations across organizations
• Strong sense of empathy for our customers
• Ability to stay calm in a fast-paced, growing environment
• Exceptional communicator