We are looking for a dynamic Customer Support Manager to join our team of highly skilled support professionals. Aureas ambition is to be a radically different enterprise software company that empowers our people to challenge convention every step of the way in delivering success for our customers. You will work on cutting edge technology in our fast paced and constantly dynamically changing global company. You have the opportunity to be part of the team that drives improving virtual support center of excellence with innovative ideas and approaches, all from the comfort of your own home.
PRIMARY RESPONSIBILITIES:
- Be part of the Support management team to define the Aurea Customer Support strategy
- Lead and drive Support internal projects
- Drive innovative changes that improve support-related processes. Identify and address any gaps in internal tools and processes
- Encourage proactivity, self-sufficiency and outside the box thinking within the teams
- Coach and mentor teams and team leads
- Review team results and metrics and provide appropriate feedback to teams and team leads
- Lead hiring of new team members and ensure the teams stay within cost structure
- Lead the integration of newly acquired support teams into Aurea (e.g. support offerings, team structure)
- Regular communication to team leads and teams to ensure their engagement and motivation
- Lead the team by example
- Define personal goals including career path and growth and conduct regular one on ones to review ongoing performance.
- Coordinate global team resources to provide 24/7 support ( time zones, vacations, holidays )
- Act as point of contact within the escalation process for all critical issues
- Drive productivity and performance to overachieve on Aurea Customer Support goals (e.g. metrics, SLAs)
- Provide regular reports to the management team on productivity and performance
- Build relationships with cross functional teams
- Collaborate with the Development team on customer issue prioritization
- Manage difficult customers effectively and professionally
- Demonstrate an increasing level of customer care skills
- Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
- Ensure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customers success
- Identify and address knowledge gaps, ensure common understanding across the team
