Technical Support Management Leader

hace 5 días


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo
Job Overview
We are seeking an experienced Senior Manager to lead our Technical Support Management team. As a key member of our organization, you will be responsible for managing and exceeding Support KPIs, overseeing people management, participating in change management, and owning customer escalations.

Key Responsibilities
- Profound knowledge and experience in managing support metrics, including customer satisfaction, time to relief/resolution, reducing backlogs, and increasing efficiency.
- Responsible for hiring, improving productivity, promoting employee morale, allocating resources efficiently, motivating teams, and managing attrition and training.
- Participate in and provide oversight to change management as it relates to customer and technical support.
- Own and conclude customer escalations by working with cross-functional teams in support, development, and operations.
- Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to enhanced customer experiences.
- Represent the platform, product, and ServiceNow effectively with internal and external customers.
- Manage major operations outages and communications to customers.

Requirements
- Proficiency in English, Portuguese, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking.
- A minimum of 6 years of technical support and service management experience with a minimum of 3-4 years in a supervisory role is required.
- Experience managing enterprise support in a large and complex environment in a web-based service and technology.
- Proven capability of delivering on support metrics and managing support teams.
- Customer-first mindset and a 'get it done' attitude are critical success factors for this role.
- Demonstrated ability to provide exceptional internal and external customer care.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both oral and written.

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