Head of Global Support

Company: riverside.fm
Location: Riverside
Posted on: November 6, 2024

Job Description:

Responsibilities:

• Recruit, manage and coach a team of 24/7 technical support engineers focusing on our top-tier and enterprise accounts
• Manage the flow of day to day operations, lead and prioritize workload and handle escalations
• Responsible for new employee onboarding, ongoing training, and knowledge management
• Conduct hands-on technical investigation for customer tickets that are being escalated
• Onboarding of new products/features to be supported to ensure the one-stop-shop operation
• Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization
• Build relationships with customer teams and internal stakeholders
• Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region
• Initiate, plan and execute cross-functional projects as part of Riverside.fm Support strategyRequirements:
  • 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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