Job Description
Responsibilities
- Manage and exceed support KPIs and critical technical support metrics including customer satisfaction and time to resolution.
- Lead people management functions: hiring, productivity improvement, morale building, resource allocation, attrition management, and training.
- Oversee change management for customer and technical support initiatives.
- Own customer escalations by collaborating with cross‑functional teams in Support, Development, and Operations.
- Drive daily case management success from detection to resolution, enhancing customer experiences.
- Represent the Platform and Product to internal and external customers.
- Manage major outages and communicate with customers.
- Participate in weekend and holiday on‑call rotation.
- Evaluate current processes, technology, and organizational skills to identify improvement opportunities.
- Cultivate a culture of teamwork, collaboration, a...