Technical Support Manager

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Sowelo Consulting sp. z o.o. sp. k.

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Description

• Formulate and implement a global support strategy that aligns with the business goals. • Ensure a consistent and high-quality support experience is maintained across all regions. • Cultivate and lead a culture centered around customer obsession and excellence within the global technical support team. • Manage daily operations to ensure compliance with SLAs, KPIs, and quality standards. • Optimize support processes and workflows for greater efficiency and effectiveness using tools like Zendesk, Jira, Klaus, and Workforce Management. • Use data and analytics to identify trends, measure performance, and make informed decisions to refine support operations. • Develop and implement an effective self-service strategy utilizing the knowledge base and chatbot system; monitor usage to identify improvement areas. • Work closely with Product, Engineering, and other teams to champion customer needs and enhance product experience.

Requirements

• Demonstrated leadership in technical support and operations on a global scale. • Experience with Zendesk • Knowledge of Jira, Klaus, and Workforce Management. • Deep knowledge of support strategies and best practices. • Superb problem-solving abilities and sound decision-making skills. • Excellent communication and interpersonal skills. • Enthusiastic about customer service and committed to providing exceptional support. • Must be fluent in English and nice to have proficiency in another language.

Benefits

• Fully remote opportunity • Permanent contract or B2B collaboration • A diverse and international work culture • Support for professional growth and career development