We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.
This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.
You are great at:
Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
Managing contact center aspects of the business and achieve all targeted KPIs, including customer satisfaction, service levels, on-time, escalation quality
Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support
Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.
Understanding internal structure and build interdepartmental relationships
Understanding the policies and procedures of Customer Care
Effectively monitor and coach engineers on their interactions with mandatory Quality Coaching Goals
Leading and coaching a high performing team of engineers
Drive innovation and continuous improvement in Customer Care
Manage and/or contribute to support related projects
What it takes:
A track record of good judgment and decision-making in positions with significant responsibility
Highly autonomous and able to independently identify high value projects and drive them to completion
Demonstrated leadership capability in cross-functional team environments
High degree of comfort with complex technical environments
Having and being able to articulate/defend an informed opinion on important topics
Lead Technical Support Specialist (Cybersecurity – IQNet – IAM)
Publication date 2024/03/18
Tokyo,8.0M ~ 12.5M
- Assisting customers with complex, technical support enquiries via chat, phone and email.
- Providing advanced troubleshooting on issues that have been escalated by previous support levels, including advanced and complex technical issues.
- Working with customers who have companies's solutions on-premise and in the cloud.
- Written and verbal communication and able to use them to represent with excellent composure and patience, whilst clearly documenting all interactions for multiple issues and attending, and leading, status calls.