Posted Mar 22, 2023 238 views
We are looking for a highly Energetic, Customer-centric, and Execution oriented Leader with excellent leadership skills and business acumen who will develop, scale, and Lead a rapidly growing Global 24/7/365 Support team of highly Functional, Engaged, and Caring Engineers to offer the best-in-class Support to our Customers. We help Customers with their hosting and application (WordPress, Magento, PHP) related queries/issues.
In this position, you will lead the 24/7 customer support operations in achieving high customer satisfaction goals and be responsible for the sustainable and long-term strategy of the Support team. You will be leading a team of team leaders and collaborating with the rest of the operations team. You will report directly to the Senior Management
Job Responsibilities:
- Take ownership of the Customer Experience KPIs and most importantly Customer Centric Culture. Ensure operational efficiency and consistency (KPIs and SLA) with the aim to bring in an operational excellence perspective. knows how to get things done.
- Closely coordinate with Customer Success and cross-functional teams to prioritize the needs of customers and your department.
- Meet aggressive support availability objectives while providing hands-on leadership during customer-impacting events (product outages and incidents)
- Forecast the future- load (headcount) based on growth and plan accordingly to ensure consistent service levels. Motivate staff and foster a positive learning environment.
- Attract, Hire, Retain, Develop, Lead, Structure, and Mentor the growing Global team of Technical Support Engineers and operations Supports Staff to offer Consistent, Responsive, and High-Quality Support experience to our Customers.
- Improve and scale several (People, Technology, Support) Processes/SOPs to ensure Customer satisfaction, smooth and efficient operations, and Happy/Caring Engineers.
- Establishes and drives clear accountability for all team members, creates an environment that enables effective team performance and excellent communication for smooth 24/7 operations across all support channels
- Develop Direct Reports, being adept at identifying the potential of others and assuming a role in harvesting it.
- Nurtures talent from within and coaches for high performance. Assigns challenging assignments to develop the skills of staff. Encourages others to consistently meet and exceed performance goals with enthusiasm.
- Creates an enjoyable work environment to maximize retention of staff. Recognizes and rewards the accomplishments of individuals and the team.
- Maintain shift managers & team schedules ensuring 24/7 shift coverage
- Takes appropriate action with problem performers in a timely way.
Skills Requirement:
- 10-12 years of working experience along with a Bachelor’s degree in Engineering, Computer Science preferred
- Experience of managing and scaling technical support or managed services team of at least 100 people. So been there, done that
- Strong Verbal and written communication skills
- Customer-focused with strong customer service skills
- Compatible with 24/7 environment and resilient to pressure and multitasking
- A good understanding of the IT industry and Hosting
- Decent Linux (Apache, Nginx, MySQL) and Development (PHP, WordPress, Magento, Open-Source Application) skills are plus
- Great Interpersonal, mentoring/coaching and Leadership skills. Adept at assessing situations and making decisions
- Analytical (problem-solving) mindset, attention to detail, process-oriented and Abstract thinking (be able to create resolution paths for high-level problems) skills
- Experience with various Support Communication Systems is plus, such as; Live Chat, Zendesk, Intercom as well as other large-scale Phone and Chat support systems.
Job Details
Cloudways Platform Pvt Ltd
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