Technical Support Manager
4d ago

About the Job :

The Customer Support team at KeepTruckin is a huge component of our massive success and we are looking for a candidate that will improve our team even further.

We are looking for an experienced Technical Support Manager who will oversee our Tier 1 Support team of over 170 team members, which will continue to expand in 2020.

This role will work closely across Product, Engineering, Operations, and Customer Success, to improve the service we provide our customers, increase operational efficiencies, exceed team metrics, and help drive us to a consistent world class Support experience.

If you love customers, building process, reviewing metrics, constantly iterating and growing people, this could be the perfect job for you!

Responsibilities :

  • Manage and exceed Support KPI’s - CSAT, Time to Resolution (TTR), Backlogs etc
  • Build and launch solid processes and hold team members accountable
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, Customer Success and other relevant teams
  • Drive daily incident management from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Manage major operations outages and communications to the customers
  • Identify and improve current processes, technology, and organizational skills
  • Lead by example to cultivate and maintain a culture built on hard work, humility, teamwork and collaboration
  • Move and iterate quickly
  • Qualifications :

  • 3yrs+ managing / supervising a large support organization is required
  • A minimum of 3 years in technical support (non-management or supervisory role)
  • Successfully delivered on support metrics
  • Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
  • Strong analytical and problem-solving skills
  • Excellent English communication skills, both oral and writte
  • As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
  • race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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