Global Technical Support Manager Zinier
Global Technical Support Manager Zinier
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Job Description
Global Technical Support Manager
Company : Zinier (Series C Accel Company)
Location: Bangalore (Hybrid)
Who we are :
80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing build roads and bridges run our manufacturing factories ensure that we get healthcare service and provide us reliable phone and internet connectivity. As entrepreneurs have we considered solving their problems and making them more productive If you are still reading and connect compassionately about this underserved segment come and join us to drive Technology Equity in the global workforce.
At Zinier we are on a mission to enable these 3B Deskless Workers achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs we design software experiences that enable every Deskless Worker to excel in the field. We are a remotefirst global team headquartered in Silicon Valley.
Our hybrid workforce is spread across Houston London Madrid Mexico City Singapore and Bangalore and leading investors including Accel ICONIQ Capital Founders Fund Newfund Capital NGP Capital Tiger Global Management and Qualcomm Ventures LLC.
We are looking for Delivering Awesome is one of our leadership principles.
Going beyond awesome is the norm.
We are in love with solving our customers problems.
We walk in our customers shoes.
We sweat the details and get spy to delight our customers with experiences they love.
We are proud of the products and solutions we build and the impact we generate.
The Customer Support Manager will be the frontline custodian of this principle. S/he will provide technical support and assistance to customers both internal and external.S/he will work closely with internal teams as well as with customers to help investigate and resolve their issues. The work will extend over all areas of the product with specialized knowledge in one or two areas as a Subject Matter Expert (SME).
Key Responsibilities:
1. Leadership and Management
Team Leadership: Lead and mentor the global support team fostering a collaborative and highperformance culture.
Performance Management: Set performance goals monitor progress and provide regular feedback to team members.
Recruitment and Training: Oversee the hiring training and development of support staff to ensure they have the skills and knowledge required to perform effectively.
2. Operational Management
Global Support Operations: Manage the daily operations of the global support team ensuring efficient and effective resolution of customer issues.
Process Development: Develop and implement standardized support processes and best practices across all regions.
Resource Allocation: Allocate resources effectively to ensure coverage and support during peak times and across different time zones.
3. Customer Experience
Customer Satisfaction: Monitor customer satisfaction metrics and implement strategies to improve the customer experience.
Escalation Management: Handle escalated customer issues ensuring timely and satisfactory resolution.
Customer Communication: Maintain clear and proactive communication with customers regarding their issues and resolutions.
4. Performance Metrics and Reporting
KPI Monitoring: Track and analyze key performance indicators (KPIs) to measure the effectiveness of the support team.
Reporting: Provide regular reports and insights to senior management on support performance and customer satisfaction.
Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance support efficiency and effectiveness.
5. Collaboration and Coordination
Interdepartmental Coordination: Collaborate with other departments such as Sales Product and Engineering to ensure a seamless customer experience.
Global Coordination: Work closely with regional support managers to ensure alignment and consistency in support delivery across all regions.
Product Feedback: Relay customer feedback and insights to the product development team for product improvements.
Requirements:
Bachelors degree in a related field and 15 years of experience in support or a relevant role.
Experience of managing global or regional support teams is required.
Experience of building and scaling up the support Org. Setting up processes best practices Support KPIs and Metrics.
Strong knowledge of advanced troubleshooting methodologies.
Excellent communication and leadership skills.
Strong analytical and problemsolving skills.
Knowledge of operating systems cloud services and server administration.
Experience with ticketing systems and remote support tools.
Global,Technical support,Customer Experience,operation,People Management,leadership,Performance Metrics,Ticketing
Employment Type
Full Time
