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Senior Manager of Global Technical Support
Confirmed live in the last 24 hours
San Francisco, CA, USA
Experience Level
Desired Skills
Customer Service
  • Bachelor's degree or equivalent work experience
  • 5+ years of experience in a technical support or customer support role, with at least 2 years in a management or supervisory role
  • Excellent leadership and coaching skills, with the ability to motivate and inspire team members to deliver exceptional customer service
  • Strong problem-solving skills, with the ability to quickly identify and resolve complex technical issues
  • Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical audiences
  • Experience with enterprise-level technical support, including support for complex products and services
  • Experience working in a fast-paced, high-growth environment, and the ability to thrive in an environment with rapidly changing priorities
  • If you meet the above requirements and are passionate about providing exceptional technical support to enterprise customers, we encourage you to apply for this exciting opportunity
  • Manage and coach a global team of support specialists to deliver high-quality technical support to enterprise customers
  • Establish performance metrics and KPIs for the support team, and track and report on performance against these metrics
  • Develop and implement strategies to improve customer satisfaction, reduce support ticket volume, and increase customer self-service options
  • Coordinate with other departments to ensure timely and effective resolution of customer issues, and escalate issues as needed to senior management
  • Ensure that support documentation is accurate and up-to-date, and work with the team to create new documentation as needed
  • Collaborate with the product team to identify and prioritize product improvements and bug fixes based on customer feedback
  • Conduct regular team meetings and individual coaching sessions to provide feedback and guidance to team members, and ensure that they have the resources and support they need to be successful
Rapid API

51-200 employees