Global Director
Customer Support
Posted on 3/27/2023
Aera Technology

51-200 employees

Cloud-based supply chain intelligence software solutions
Company Overview
Aera Technology is on a mission to make businesses smarter, digital, dynamic, and wildly successful. To achieve this, they've brought together a unique group of product visionaries and technology veterans.
Remote in USA • United States
Experience Level
  • 12+ years with 5 or so in Customer Support management
  • Bachelor's degree in STEM field; IT/Computer science preferred
  • Experience as a Software engineer/developer, Customer Support Engineer and/or DevOps Engineer
  • Excellent in Customer-facing positions, People management, Software support processes, Software development
  • Customer centricity, sense of urgency, strong written and verbal communication skills, composed/poised under pressure
  • Experience with Zendesk, ServiceNow, Jira, Confluence, BitBucket or equivalent
  • Fluent English (spoken and written)
  • Set up people, processes and systems to deliver on support services globally and with respect to SLA's
  • Build customer support knowledge and management of database
  • Maintain support team certification and proficiency with latest Aera product releases
  • Measure, analyze and report Customer Support performances
  • Responsible for handling global escalations
  • Scale team to deliver Customer support services - Standard support, Developer's support and Premium support
  • Increase team productivity with constant training, knowledge management and tooling
  • Reduce number of escalations to zero with proactive and responsive support action plan
  • Monitor KPIs including number of escalations, team productivity and number of tickets solved by customer support
Desired Qualifications
  • Experience working in a start-up software company is a strong advantage
  • Expertise in Business Intelligence software preferred
  • Spanish speaking a plus