Technical Customer Experience Lead
hace 3 días
At Microsoft, we're on a mission to empower every person and organization on the planet to achieve more. Our Customer Service & Support (CSS) organization is responsible for delivering a seamless support experience that builds trust and confidence for our customers.
Job SummaryWe're seeking an experienced Technical Customer Experience Lead to join our Applications & Infrastructure team in CSS. In this role, you will lead a team of Support Engineers with deep product knowledge that resolve customer technical issues.
The successful candidate will have a strong background in customer service, leadership, and technology industry knowledge. You will be responsible for managing the customer relationship from a support standpoint, enabling your team to deliver a great customer experience, and driving Microsoft Product Improvement.
This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.
This role is flexible in that you can work up to 50% from home. We offer a competitive salary, benefits, and opportunities for professional growth and development.
About the Role- Lead a team of Support Engineers with deep product knowledge that resolve customer technical issues
- Manage the customer relationship from a support standpoint
- Enable your team to deliver a great customer experience
- Drive Microsoft Product Improvement
- Accelerate your career growth and hone your customer relationship management skills
Responsibilities:
- People Management: Lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability, and attracting/retaining great people
- Response and Resolution: Manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks
- Readiness: Ensure your team has the technical skills required to provide a great customer experience
- Product/Process Improvement: Ensure your team understands the product feedback cycle and participate in case triage meetings. Identify the right resources to implement automation or tools
- Business Integration: Establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience
- 5+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience
- 1+ year(s) experience of managing people
- Desirable Experience:
- Strong customer service, communication, and interpersonal skills?
- Ability to set and communicate team and individual goals and communicate strategy, tactics, and behaviors required to achieve those goals.
- Flexibility and ability to adapt to ambiguous and changing situations?
- Ability to manage high-pressure situations
English Language: fluent in reading, writing, and speaking.
Ability to meet Microsoft, customer, and/or government security screening requirements are required for this role. These requirements include, but are not limited to, the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
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