Support Manager
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A company is looking for a Support Manager - Americas.
Key Responsibilities
Lead and develop a team of Technical Support Specialists while shaping support operations
Collaborate with other departments to implement effective support strategies and resolve escalated customer issues
Monitor key performance indicators and continuously improve support processes based on industry trends
Required Qualifications
Proven experience in leading B2B SaaS Support organizations
Strong technical background with the ability to understand and communicate complex software concepts
Experience in using data and metrics for decision-making and process improvement
Ability to manage and resolve complex technical issues in alignment with SLAs
Familiarity with support organizations, KPIs, and related systems (ticketing, analytics, etc.)