Technical Services Team Lead
15 hours ago
At Kisi Incorporated Filial, we are seeking a talented individual to join our growing customer support operations team as a Technical Support Team Manager.
This is a fantastic opportunity to leverage your technical support experience, leadership skills, and passion for delivering exceptional customer support to drive process improvements and lead a dedicated team of support specialists.
About the RoleAs a Technical Support Team Manager, you will be responsible for developing and implementing our support strategy, managing our support portal, maintaining technical product documentation, and overseeing a team of support specialists.
Key responsibilities include continuously elevating support quality by benchmarking against industry best practices, creating and optimizing support content and troubleshooting guides, leading and supervising a team of support specialists, and maintaining up-to-date product guides and documentation.
Key Qualifications- 3+ years of experience managing support operations.
- Relevant and solid technical support experience, preferably in a B2B or SaaS environment, with a proven track record of leading team members.
- Well-rounded leadership, coaching, and team management skills, including the ability to learn new products quickly and explain complex technical concepts clearly.
- Good communication and cross-functional collaboration skills, supported by a history of implementing process improvements to streamline workflows.
- Familiarity with ticketing systems (e.g., Zendesk, HubSpot) and maintaining technical documentation or knowledge bases.
- Strategic planning and execution of support operations: develop and implement our support strategy across different customer segments, ensuring alignment with service-level objectives and broader organizational goals.
- Excellence in execution: continuously elevate support quality by benchmarking against industry best practices in terms of cost, budget, and response times, then exceeding these standards.
- Help customers help themselves: create, update, and optimize support content and troubleshooting guides so customers can independently resolve common questions and issues.
- Manage a growing support team: lead and supervise an expanding team of support specialists, ensuring adherence to best practices and competitive performance benchmarks.
- 3+ years of experience managing support operations.
- Experience with driving a team based on clearly defined and attainable objectives and key results. We put emphasis on execution for this role.
- Relevant and solid technical support experience, preferably in a B2B or SaaS environment, with a proven track record of leading team members.
- Well-rounded leadership, coaching, and team management skills, including the ability to learn new products quickly and explain complex technical concepts clearly.
- Good communication and cross-functional collaboration skills, supported by a history of implementing process improvements to streamline workflows.
Application > CV screening > Intro call (let's get to know each other) > Recruitment task > Hiring Manager Interview > On-site Interview > Offer.
After successful interviews and the job offer is signed, we will conduct a background check.
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