Full-Time Expert Services Mgmt Mgr
ServiceNow is hiring a remote Full-Time Expert Services Mgmt Mgr. The career level for this job opening is Manager and is accepting São Paulo, Brazil based applicants remotely. Read complete job description before applying.
ServiceNow
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What you get to do in this role:Manage team of 5 that support chats/calls for partner support 24x5.
Point of escalation for partner support team to help determines requirements by working with partners.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Maintains call center database by entering information and provide analysis.
Updates job knowledge by participating in educational opportunities.
Operational support for all partner related inquiries.
Create/modify knowledge base solutions/FAQ (internal as needed).
Other duties as assigned.
To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
8-10 years combined experience in the areas of call center or partner program operations.
Customer service oriented with strong interpersonal skills and ability to positively interact with fast-paced.
Management skills and experience.
Phone skills, customer service skills and good with building relationships.
Ability to drive collaboration with program operations, functional and technical teams to effective problem resolution.
Handles self with highest level of professionalism in all communications.
High energy with the capability to multi-task in a dynamic, rapidly growing organization.
Understanding of both domestic and international markets.
Excellent English speaking and writing skills.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!