Accountabilities:

Lead the day-to-day operations and continued development of an assigned regional Technical Customer Support team, overseeing Technical Support Analysts and ensuring consistent service delivery.
Manage key operational outcomes, including case execution, workload distribution, team capacity, productivity, and adoption of new products and workflows.
Monitor support performance through dashboards, case data, customer feedback, and operational trends, identifying emerging risks, recurring issues, and performance gaps.
Translate operational insights into measurable improvement initiatives, establishing clear objectives, action plans, and performance targets.
Lead responses to significant customer escalations by coordinating ownership, aligning technical and business resources, maintaining transparent communication, and driving issues toward resolution.
Partner with Development, Product, Operations, Quality, and IT teams to accelerate the resolution of customer-impacting issues, improve product supportability, and reduce recurring problems.
Establish and reinforce consistent case-management practices, including prioritization, case documentation, backlog monitoring, aging controls, and escalation procedures.
Develop scalable operational processes, quality controls, knowledge resources, and support mechanisms that promote efficient and reliable service delivery.
Collaborate with Global Support Leadership to translate departmental strategies into practical operational plans and regional execution priorities.
Prepare and present accurate performance reports and updates to senior leadership, highlighting service trends, operational risks, corrective actions, and resource requirements.
Build and maintain a customer-focused, accountable, and inclusive team culture that encourages collaboration, ownership, and professional development.
Lead organizational and operational changes through effective communication, stakeholder alignment, structured implementation plans, and consistent follow-through.
Identify opportunities to leverage automation, AI-enabled tools, and advanced analytics to improve operational efficiency, service quality, and customer satisfaction.
Support continuous improvement initiatives and contribute to the long-term scalability and effectiveness of the customer support organization.

Requirements

At least 10 years of professional experience in enterprise Customer Support, Technical Support, or Service Management, including significant experience leading technical support organizations.
At least 5 years of people management experience, with a proven track record of directly managing Technical Support Analysts or other technical support professionals.
Demonstrated experience managing support KPIs, customer escalations, case backlogs, workload distribution, and cross-functional resolution initiatives.
Strong technical understanding of enterprise SaaS environments, with the ability to lead technical teams, collaborate effectively with engineering professionals, and translate complex technical issues into business and customer impact.
Ability to provide technical leadership and direction without necessarily acting as the primary hands-on technical resource.
Excellent analytical and operational skills, including proficiency in interpreting dashboards, case trends, performance metrics, and customer feedback to drive informed decisions and measurable results.
Strong written, verbal, and presentation skills, with the ability to communicate effectively with customers, technical teams, cross-functional stakeholders, and senior leadership.
Demonstrated stakeholder-management capabilities and the ability to build strong working relationships across different organizational levels.
Bachelor's degree in a relevant discipline or an equivalent combination of education, training, and relevant professional experience.
Proven ability to manage organizational change, improve operational processes, and foster a culture of accountability, collaboration, and continuous improvement.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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