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 productenhancements.• 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.
