Senior Manager, Customer Support and Services (DESG)
Skills
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Analytical skills for data-driven decision making.
- Organizational and time management skills.
- Experience implementing process improvements and technology in customer support.
- Ability to manage escalated customer issues effectively.
Responsibilities
- Provide leadership and guidance to the customer support team to foster a collaborative environment.
- Develop and execute strategies to improve customer support experience and team efficiency.
- Manage hiring, training, and performance of support representatives to maximize productivity.
- Advocate for customer needs to improve satisfaction and loyalty.
- Establish and maintain quality assurance standards for customer interactions.
- Monitor performance metrics and report trends to senior management.
- Collaborate cross-functionally with product, marketing, and sales teams for seamless customer experience.
- Handle escalated customer issues promptly and effectively.
- Define and lead the development of services offerings including evaluation of related business units.
Education
- Bachelor's degree in business, engineering, computer science, or related field.
Benefits
- Remote work flexibility.
- Opportunity to lead a consolidated, multi-product engineering software support group.
- Collaborative and customer-centric work culture.
- Professional growth in a technology-driven industry.
Average salary estimate
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