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The leaders of support at all levels in our organization are responsible for delivery of the customer expected value and return on investment in our product. Customer value attainment is job one! This position provides strategic leadership and direct tactical management to a team of support leaders. You will be responsible for the successful delivery of support services, aiming to increase customer satisfaction and improve response and resolution times, all measured by successful customer outcomes. Your role involves mentoring, career pathing, and fostering the evolution of the team, ensuring they are well-trained, integrated, and efficient in utilizing company resources. You will also ensure the effective and customer-focused use of the company's product and development resources to achieve customer goals. To develop your team, you will leverage available tools such as review processes, 1:1 sessions, internal and external training, and industry best practices. The role emphasizes the swift resolution of complex user problems and continuous improvement of customer satisfaction. This position requires comprehensive technical knowledge of software, SaaS, and networking technologies, as well as expertise in support industry best practices. You will be responsible for implementing new best practices and technologies within your teams to enhance performance and efficiency, including, but not limited to, Agentic AI, various communication mediums, product telemetry, and instrumentation for proactive measures. Accountable for achieving and sustaining core KPI scorecard measurements, with a primary focus on customer resolution success, as evidenced by CSAT survey feedback, customer NPS, feedback follow-up metrics, and first-time resolution rates. Directly and indirectly supervise employees in accordance with organizational policies and applicable laws, including scheduling to ensure continuous staff coverage during published open hours. Manage all aspects of employee lifecycle, including interviewing, hiring, training, planning, assigning, directing work, appraising performance, rewarding, disciplining, addressing complaints, and resolving problems. This encompasses timely reviews, career development plans, and adherence to HR system tasks. Demonstrate strong leadership in planning and managing change initiatives. Exhibit passion for and immersion in work. Possess strong organizational and time management skills. Possess strong communication and negotiation skills. Demonstrate the ability to set clear priorities. Responsible for overseeing and leading work systems, procedures, and policies that foster optimal performance from team members and resources. Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development opportunities. Achieve staff results by clearly communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; and developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Empower employees by delegating responsibility, expecting accountability, and facilitating regular feedback. Cultivate a spirit of teamwork and unity within the department, encouraging constructive disagreement, efficient conflict resolution, appreciation of diversity, cohesiveness, and mutual support to ensure individual and departmental success. Perform other duties as assigned by the supervisor.
