Responsibilities:
Ownership of metrics and ensuring that the team meets global standards like 98% CSAT, 97% SLA, Resolution time, Escalation% etc
Ownership of escalations, processes & workflows
Collaborate with cross-functional teams like Engineering, CS, and Product Management to ensure a seamless customer experience and drive customer retention
Provide ongoing feedback, coaching, and career development to the team to ensure continuous development of their skills
Device risk management and operational strategies based on operational performance
Requirements:
8+ years total experience with a minimum of 3+ years of experience leading/managing technical support queues.
Extensive experience in dealing with customers from across the globe.
Experience managing technical support / product support teams.