Global Support Leader
3 weeks ago
As the Head of Global Support at Riverside, you will be responsible for leading a team of technical support engineers who provide top-tier and enterprise account support. Your primary goal will be to ensure seamless day-to-day operations, prioritize workload, and handle escalations effectively. You will also be responsible for new employee onboarding, ongoing training, and knowledge management. Additionally, you will conduct hands-on technical investigations for customer tickets that are being escalated and onboard new products/features to be supported. You will collaborate with product, process, and workflow improvement teams and act as the voice of customers in the organization. You will build relationships with customer teams and internal stakeholders, escalate support-related concerns, and be the customer-facing front for any major technical problem in the region. You will also initiate, plan, and execute cross-functional projects as part of the Support strategy.
Requirements:
5 or more years of hands-on technical support experience in B2C SAAS companies
3 or more years as a Team Lead/people manager
Excellent verbal and written communication skills in English - MUST
Preferred experience within a multinational organization in a global company
Experience in providing services to agreed SLA's and to meet KPIs
Experience working with global R&D and Product teams
Experience managing business and/or direct client escalations
Manage hands-on projects and comply with business deadlines
Passion for customer service, relationship building, and self-learning, with great troubleshooting skills
Experience mentoring, developing, and motivating engineering teams
Ability to multi-task, work under pressure and tight deadlines and time management
Bachelor's Degree or Equivalent in related fields
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