Description:
This is a critical leadership role responsible for ensuring exceptional customer support, driving operational excellence, and managing team performance across multiple regions.
The ideal candidate will possess advanced technical and analytical skills, strong leadership capabilities, and a proven track record in managing global support operations.
Key Responsibilities:
Team Leadership & Performance Management:
- Drive team performance through regular reviews, coaching, and development plans.
- Foster a culture of accountability, collaboration, and continuous improvement.
Operational Excellence:
- Monitor key metrics and create executive-level reports to track performance and identify improvement areas.
Technical Expertise:
- Manage ticketing workflows and optimize support processes using Zendesk.
- Exposure to Salesforce, AWS services and no-code platforms for automation and integration of support tools.
Stakeholder Management:
- Act as a key point of escalation for critical customer issues.
Required Skills & Qualifications:
Experience:
Technical Skills:
- Working knowledge of Salesforce for support operations.
- Familiarity with AWS and no-code platforms for workflow automation.
- Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, global environment and manage multiple priorities effectively.
Preferred Qualifications:
- ITIL or similar certification in service management.
- Exposure to AI-driven support tools and automation.
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