Support Manager

Job Summary

A company is looking for a Support Manager - Americas.

Key Responsibilities

• Lead and develop a team of Technical Support Specialists while shaping support operations
• Collaborate with other departments to implement effective support strategies and resolve escalated customer issues
• Monitor key performance indicators and continuously improve support processes based on industry trends

Required Qualifications

• Proven experience in leading B2B SaaS Support organizations
• Strong technical background with the ability to understand and communicate complex software concepts
• Experience in using data and metrics for decision-making and process improvement
• Ability to manage and resolve complex technical issues in alignment with SLAs
• Familiarity with support organizations, KPIs, and related systems (ticketing, analytics, etc.)