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In this role, you will manage and exceed Support KPIs and critical Technical Support Metrics such as CSAT, Time to Resolution (TTR), and Backlogs. You will lead efforts to hire, develop, and build a technical team, oversee and participate in Change Management related to Customer Support, and cultivate a culture built on teamwork and collaboration. You will own and resolve customer escalations by collaborating with cross-functional teams in Support, Development, and Operations. Additionally, you will drive daily incident management success from detection to resolution, manage major operations outages, and communicate effectively with customers. You will also evaluate current processes and technology to identify areas for improvement and manage according to the company and department’s vision, mission, and values.
