Senior Manager Customer Support

11 hours ago


Atlanta, Georgia, United States Zebra Technologies Full time
About the Role

Zebra Technologies is seeking a highly skilled Senior Manager Customer Support to join our team. As a key member of our customer support organization, you will be responsible for managing the scheduling and timekeeping solution for our retail and banking customers.

Key Responsibilities
  • Strategic Leadership: Develop and execute strategic plans to drive customer satisfaction and support team performance.
  • Team Management: Lead and manage a team of customer support professionals, providing guidance and coaching to ensure excellent customer service.
  • Operational Excellence: Establish and maintain operational processes and procedures to ensure efficient and effective support delivery.
  • Customer Engagement: Develop and maintain strong relationships with customers, understanding their needs and providing tailored support solutions.
  • Process Improvement: Identify opportunities for process improvement and implement changes to enhance support efficiency and effectiveness.
  • Training and Development: Develop and deliver training programs to ensure customer support professionals have the necessary skills and knowledge to provide excellent support.
  • Analytics and Reporting: Analyze support metrics and provide insights to inform business decisions and drive continuous improvement.
Requirements
  • Education: Bachelor's degree in a relevant field (industrial engineering preferred).
  • Experience: Minimum 12 years of experience in customer support, with at least 2 years of management experience.
  • Language Skills: Fluent English (written and verbal) and local language as applicable.
  • Technical Skills: Intermediate level skills in Microsoft business applications, including Word, Excel, and Outlook.
  • Leadership Skills: Strong leadership skills, with a desire and ability for continuous learning and self-development.
  • Communication Skills: Excellent communication skills, with the ability to listen, provide clear and concise information, and use proper language and grammar.
Preferred Qualifications
  • Advanced Degree: Advanced degree in a relevant field.
  • Industry Knowledge: Advanced knowledge of the retail and banking industries, as well as the SaaS support operations.
  • Technical Skills: Prior experience with Workforce Scheduling and Timekeeping application support.
  • Analytics Skills: Ability to pull statistical data and present to leadership.
About Zebra Technologies

Zebra Technologies is a global leader in providing innovative solutions for the retail and banking industries. We are committed to delivering exceptional customer service and support to our customers. As a member of our team, you will have the opportunity to work with a diverse group of professionals, develop your skills and knowledge, and contribute to the success of our organization.



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