Manager Customer Support

About this role

Responsibilities

• Implement the service delivery strategy defined by the organisation.
• Manage the business and operational excellence of our customer support organisation
• Ensure that quality and service delivery standards are met and exceeded
• Collaborate with other organisation such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
• Manage the support operations and performance activities, customer satisfaction
• Drive operational improvements as it relates to customer satisfaction
• Represent the Services functions as necessary on product teams and in various other Rubrik decision-making forums
• Evaluate and develop staff
• Manages the activities of a group/department of technical support engineers and leads
• Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features.
• Improve processes and use automation and AI tooling to raise team productivity and customer experience.
• Collect and analyse support centre metrics to guide decisions about product and support quality
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status update all the stake holders

Requirements

• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly
• Experience with phone home and proactive support best practices
• A Bachelor’s degree in any discipline
• 5+ years in technical customer support, with 2+ years managing a support or technical team.
• Excellent written & verbal communication skills
• Planning, Decision Making, Staffing, Process Improvement
• Excellent inter-personal and teamwork skills
• Should ensure high level of quality in process deliverables
• Self-driven, proactive, hardworking, team-player with a good sense of humour
• Should be open to work in any shift timing