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Global Customer Support T1 Lead

NJ Hackensack (or remote – US)

Responsibilities

  • Effectively run a global mission critical support group located in various locations around the world
  • Act as the voice of the customer across the organization
  • Develop and implement customer support methodologies and best practices
  • Set customer support KPIs and pursue top service standards to meet them
  • Provide insights based on data to identify improvements in the Support teams day-to-day operation
  • Conduct hands-on “lesson learned” sessions to review tickets that were not managed well and implement changes to improve
  • Identify new tools and technologies to better serve the customer
  • Develop and execute plans for personal team members development
  • Build and maintain work processes and relationship with all stakeholders (Operations, MIS, Product, Sales and R&D)
  • Onboarding – build and maintain training plan of new team members
  • Act as an escalation point for Sales Engineers and Partners
  • Oversee and streamline global CS processes, procedures, and metrics

Job requirements

  • Experienced with scaling and developing global support team (35+ employees)
  • Experienced with running 24/7 support operations in mission critical service organizations
  • Experienced with support processes and best practices development
  • Experienced with support tools implementation (Salesforce)
  • Solid technical product experience as well as customer facing nature
  • Great and proven troubleshooting skills
  • Ability to manage escalation calls with customers top management
  • Proven record for exceeding targets, KPI's and SLAs
  • Ability to demonstrate the support operation through data

 

Personal requirements

A track record of being a team player and leader with strong interpersonal and communications skills
Natural ability to think several steps ahead of the customer and take proactive steps to address roadblocks and issues
Evidence of well-developed leadership skills

Employment Type – Full Time
Seniority level – Mid-Senior

Please send resume to liveu.T1TeamLead@applynow.io


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