Senior Customer Support Manager

1 month ago

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

Zebra Technologies is seeking a highly skilled Senior Customer Support Manager to join our Workcloud support team. As a key member of our team, you will be responsible for managing Scheduling and Timekeeping SaaS solution for Retail and Banking customers, ensuring the effective operation of the customer support team.

Key Responsibilities
  • Establish and assure adherence to managing costs and supporting the development of staff and processes
  • Manage the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results
  • Work directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization
  • Ensure resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided
  • Manage and champion trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutions
Requirements
  • Bachelor's Degree (in industrial engineering preferred)
  • Minimum 12 years' experience including minimum 2 years management experience
  • Fluent level of English (written and verbal) as well as local language as applicable
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values/orientation
  • Strong leadership skills coupled with a desire and ability for continuous learning/self-development
About Zebra Technologies

Zebra Technologies is a community of innovators who come together to create new ways of working to make everyday life better. We are united by curiosity and care, developing dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.

We are committed to a diverse and inclusive workplace and are an equal opportunity/affirmative action employer. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

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