Join as the Senior Manager, Product Support, and shape customer service excellence. Lead team strategies for continuous improvement, ensuring superior customer experiences through support leadership.
In this role, you will manage the Customer Support and Workforce Management teams to meet and exceed service level agreements. Collaborate across functions, using your data analysis skills for operational improvements. Through your leadership, cultivate a culture of empathy and accountability to enhance customer service outcomes.
Key Responsibilities:
• Manage and enhance daily operational performance
• Conduct data analysis to lower service volume efficiently
• Spearhead escalations and identify root causes quickly
• Develop quality assurance programs focusing on KPIs
• Forecast and plan workforce resources effectively
Requirements:
• Minimum of 8 years in SaaS or B2B support roles
• Proven ability to manage technical escalations
• Experience with performa...