Manager

• Lead, mentor, and manage a team of Technical Support professionals (end user support), ensuring they meet performance goals and adhere to best practices.
• Lead a team while maintaining an active contribution to case resolution.
• Oversee daily support operations, workload allocation, and team scheduling to ensure adequate coverage and high-quality service delivery.
• Utilize a hands-on approach by dedicating approximately 30% of your time to direct customer support and case resolution.
• Manage and resolve complex customer escalations, collaborating with cross-functional teams to achieve optimal outcomes.
• Identify opportunities for process and tools improvement, implementing solutions that enhance team efficiency and customer satisfaction.
• Foster a collaborative and engaging team culture that promotes knowledge sharing and continuous learning.
• Act as a subject matter expert for assigned products, guiding your team and contributing to complex case resolution when necessary.
• Collaborate with global leadership and other regional teams to ensure consistency and alignment in support processes.

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