Responsibilities :
- Recruit, manage and coach a team of 24 / 7 technical support engineers focusing on our top-tier and enterprise accounts
- Manage the flow of day to day operations, lead and prioritize workload and handle escalations
- Responsible for new employee onboarding, ongoing training, and knowledge management
- Conduct hands-on technical investigation for customer tickets that are being escalated
- Onboarding of new products / features to be supported to ensure the one-stop-shop operation
- Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization
- Build relationships with customer teams and internal stakeholders
- Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region
- Initiate, plan and execute cross-functional projects as part of Riverside.fm Support strategy
Requirements :
- 5 or more years of hands-on technical support experience in B2C SAAS companies
- 3 or more years as a Team Lead / people manager
- Excellent verbal and written communication skills in English - MUST
- Preferred experience within a multinational organization in a global company
- Experience in providing services to agreed SLA’s and to meet KPIs
- Experience working with global R&D and Product teams
- Experience managing business and / or direct client escalations
- Manage hands-on projects and comply with business deadlines
- Passion for customer service, relationship building, and self-learning, with great troubleshooting skills
- Experience mentoring, developing, and motivating engineering teams
- Ability to multi-task, work under pressure and tight deadlines and time management
- Bachelor’s Degree or Equivalent in related fields
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Onboarding of new products/features to be supported to ensure the one-stop-shop operation. Recruit, manage and coach a team of 24/7 technical. Manage the flow of day to day operations, lead and prioritize workload and handle escalations. Collaborate on product, process, and workflow improvements and...
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