Sowelo Consulting sp. z o.o. sp. k.
Recruitment Process Outsourcing • Executive Search • Employer Branding • Headhunting • Direct Search
11 - 50
Technical Support Manager
5 days ago
Sowelo Consulting sp. z o.o. sp. k.
Recruitment Process Outsourcing • Executive Search • Employer Branding • Headhunting • Direct Search
11 - 50
Description
• Lead and inspire global technical support team for outstanding customer service. • Manage support tickets and resolve incidents while enhancing processes. • Formulate and implement a global support strategy aligned with business goals. • Ensure a consistent and high-quality support experience across regions. • Cultivate a customer-obsessed culture within the global team. • Manage daily operations to ensure compliance with SLAs, KPIs, and quality standards. • Optimize support processes and workflows using tools like Zendesk and Jira. • Use data analytics to identify trends and refine operations. • Develop effective self-service strategies utilizing knowledge base and chatbot. • Collaborate with Product and Engineering teams to champion customer needs.
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
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