Key Responsibilities:
• Team Leadership:
o Manage and mentor a team of technical customer support specialists, ensuring high
performance and continuous professional growth.
o Conduct regular performance reviews and provide constructive feedback.
o Foster a positive and collaborative team environment.
• Customer Support Management:
o Oversee the technical support operations, ensuring timely and effective resolution of
customer issues within established SLAs.
o Develop and implement support processes and procedures to enhance efficiency and
customer satisfaction.
o Act as the primary point of escalation for complex technical issues.
o Manage global coverage schedule to ensure 24/7 customer support
• Technical Expertise:
o Maintain a deep understanding of the company’s SaaS products and supply chain solu7ons.
o Provide advanced technical troubleshoo7ng with application and data management to
resolve intricate customer problems.
o Collaborate with the product development team to iden7fy and address recurring technical
and data issues.
• Customer Engagement:
o Build and maintain strong relationships with key customers, understanding their needs
and ensuring they receive exceptional support.
o Gather and analyze customer feedback to drive product improvements and product
enhancements.
• Training and Development:
o Design and deliver training programs for support staff to ensure they are
knowledgeable about new features, updates, and best practices.
o Develop and maintain comprehensive support documentation, including knowledge
base articles and troubleshooting guides.
o Uphold the Algo values and HR policies inspiring teams to work collaboratively for the
best customer outcomes
• Performance Metrics:
o Monitor and analyze key performance indicators (KPIs) for the support team, such as
response times, resolution rates, and customer satisfaction scores.
o Implement strategies to improve support metrics and overall service quality.
• Process Improvement:
o Identify areas for process improvement within the support function and implement
solutions to enhance operational efficiency.
o Stay updated with industry trends and best practices to ensure the support function
remains innovative and effective.
• Collaboration:
o Work closely with cross-func7onal teams including sales, managed services, product
management, and engineering to ensure a cohesive approach to customer success.
o Represent the support team in mee7ngs with execu7ve leadership and other stakeholders.
Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a
related field.
• Proven experience in a technical support role, with at least 3-5 years in a managerial position.
• Strong understanding of SaaS solutions, supply chain management, and related technologies.
• Excellent problem-solving skills and the ability to think analytically.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment
* The excellent English communication skills are required to communicate with the US team members.
Let our experts design a Professional CV for you.