Global Support Team Leader

Job Summary

A company is looking for a Global Support Team Leader to oversee post-production services and customer support globally.

Key Responsibilities

• Lead a 24/7 global support team and ensure adherence to service level agreements (SLAs)
• Act as the escalation point for stakeholders and collaborate with various teams to manage customer issues
• Develop support policies, analyze customer satisfaction, and drive process automation using CRM tools

Qualifications

• Bachelor's degree in a science or technology field
• 5-8 years of experience leading B2B support teams with multi-tiered support models
• Hands-on experience with Salesforce Service Cloud and modern support automation tools
• Experience managing offshore teams and implementing self-service support models
• Strong understanding of support KPIs and analytics tools