Senior Technical Operations Manager

hace 5 días


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo
About the Role
We are looking for a seasoned Senior Manager to oversee our Technical Support Management function. The ideal candidate will have a deep understanding of support metrics, excellent leadership skills, and the ability to drive results-oriented initiatives.

Key Accountabilities
- Develop and implement strategies to improve support performance, customer satisfaction, and efficiency.
- Lead a team of support professionals, providing coaching, guidance, and feedback to ensure high-quality delivery of support services.
- Collaborate with cross-functional teams to identify and address customer pain points, driving innovation and process improvements.
- Foster a culture of customer obsession, continuous learning, and teamwork within the support organization.
- Ensure compliance with company policies, procedures, and industry standards.
- Analyze data to measure support performance, identifying trends and areas for improvement.

Requirements and Qualifications
- Minimum 6 years of experience in technical support and service management, with at least 3-4 years in a supervisory role.
- Proven track record of delivering results-oriented initiatives, improving support performance, and enhancing customer satisfaction.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Fluency in English, Portuguese, and Spanish, with proficiency in reading, writing, and speaking.

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