As a Global Support Manager, you’ll lead customer relationships and support, focusing on strategies to enhance satisfaction and retention. Overseeing a team of four direct reports, ideally from a telecom background, you will manage customer interactions, investigate and write queries in SQL, and work cross-functionally to enhance service quality and operational efficiency.
Key Responsibilities
Customer Relationship & Support
- Lead customer communications and escalations, ensuring timely issue resolution.
- Drive strategies to boost customer satisfaction and retention.
- Analyze metrics like CSAT scores to identify improvement areas.
- Build relationships for upselling and cross-selling opportunities.
Support Organization Management
- Collaborate with internal stakeholders and manage support inquiries aligned with SLAs.
- Implement ITIL/ITSM practices to streamline operations.
- Track metrics and identify cost reduction and automation opportunities.
Team Leadership
- Lead the support team, focusing on recruitment, training, and performance management.
- Provide guidance to foster professional development and improve team performance.
Qualifications
- Bachelor’s degree in computer science, business, or related field.
- Experience in global customer support management.
- Certification in ITIL, ITSM, or project management (e.g., PMP, PRINCE2).
- Technical experience with Windows, SQL Server, and related technologies.
- Strong analytical, leadership, and communication skills.
Please apply to find out more details.
