Full-Time Sr. Manager, Strategic Account Support

Sr. Manager, Support Team is a senior leadership role responsible for managing a high-performing team.

Responsibilities:

1. Provide leadership, mentorship, and coaching to support engineers.
2. Set team performance goals, conduct regular reviews, and develop individualized development plans.
3. Ensure the team has necessary tools, training, and resources.
4. Oversee handling of escalated cases, ensuring adherence to escalation protocols and SLAs.
5. Proactively monitor escalations to identify patterns and develop strategies to minimize future occurrences.
6. Continuously evaluate and refine support workflows.
7. Develop and implement operational metrics (KPIs) to measure team performance.
8. Ensure consistent global support coverage.
9. Monitor team performance metrics.
10. Conduct quarterly strategic reviews.
11. Develop staffing and scheduling plans.
12. Optimize resource allocation.
13. Partner with Product Management and Engineering to address systemic issues.
14. Collaborate with Sales and Customer Success teams.
15. Foster a customer-first mindset.
16. Actively engage with key customers to address concerns.
17. Monitor customer satisfaction metrics.
18. Foster a customer-first mindset within the team.
19. Communicate effectively with customers during escalations.

Experience: 10+ years of experience in technical support, with at least 5+ years in a leadership or managerial role.

Skills: Exceptional leadership and communication skills, strong focus on customer satisfaction, strong analytical and problem-solving abilities.

Education: Bachelor's Degree in Information Technology or related field.

What is the last date for applying to the job?

Which countries are accepted for this remote job?