Customer Support Manager

3 days ago

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Cultura®

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Description

• Managing staff: Supervising support staff, developing performance plans, and ensuring accountability • Managing resources: Optimizing the team's ability to address challenges by managing resources and staff utilization • Managing production: Ensuring production processes run at optimal levels managing day-to-day production activities • Providing customer service: Lending a helping hand to the team to provide excellent customer service • Becoming a subject matter expert: Learning the product in depth to help troubleshoot production issues • Collaborating with others: Working with support team, Engineering and CSM’s to identify, triage, and resolve production incidents • Managing service level agreements: Ensuring support tickets are resolved in a timely manner • Driving innovation: Researching best practices to drive efficiency and innovation • Documenting Policies and Procedures: Ensure that all documentation is current and up-to-date

Requirements

• Bachelor’s in Computer Science, IT, or a related degree • Minimum of 5 years of experience working in a customer support role • Minimum of 3-5 years in a management position, production support preferable • Great verbal and written skills, strong attention to detail • Desire to learn all aspects of the product set. • Ability to write SQL queries to help team troubleshoot issues • Proven track record of implementing process changes for improved efficiency • Track record of solving customer issues with creative technical problem solving • Experience supporting production data pipelines in high uptime enterprise environment