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As the Cloud Support Manager @ TestProject, you will lead fast-paced and dynamic support team located in multiple geo's servicing TestProject cloud users.
In this role, you will set the bar for TestProject's cloud support offerings by driving improvement projects, establishing a standard for quality service, and building a culture that's relentlessly focused on users. This is a multi-faceted role that will require a broad skillset in people leadership, support operations, addons development, strategic prioritization and legendary customer service. This role includes identifying and coaching great support engineers, building a culture of excellence around support operations, driving insights into our product groups, and creating an identity and brand around the priority offering.
Foster an environment that drives performance and quality in the areas of customer satisfaction, knowledge creation, technical expertise and process improvement
In-depth analysis of support operational metrics, present key operational insights, strategies to exceed KBM’s goals, areas of improvement to support leadership through monthly business reviews
Maintain cross-functional influence by partnering with Product, Engineering, and Quality Assurance teams, to provide customer insights to for reduction of customer friction
Own community addons release and development process
On your first day, we'll expect you to have:
10+ years of cumulative experience in software, professional services, software development, SAAS support, and customer-facing roles
6+ years of operational management experience, preferably managing customer-facing support teams serving high volume and large enterprise customers
4+ years of people management experience, leading distributed technical support teams of 5-7, to meet and exceed operational performance goals
The best candidates will have a demonstrated ability in the following areas:
Strong knowledge of technical support operations with a focus on improving customer satisfaction
Programming skills on the architecture level with emphasis on Java/Python.
Knowledge in networking, cloud infrastructure and IT.
Experience analyzing data to derive insights, trends and improvements to drive customer satisfaction
Experience in recruiting, retaining and building high-performing, passionate support teams with a customer-centric culture that champions legendary customer support
Experienced people leader, developing talent nurturing programs that grow strong support engineers
Create, organize and communicate strategies 3-6 months ahead. Partnering with global peers in aligning the strategies
Strong communication and sophisticated organizational skills
Excellent judgment and decision-making skills