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SeniorFull-timeGoAzureRESTAPIAIGit
Salary Range
$136,000 - $175,000 /year
About the Role
We are looking for a Senior Manager of Global Technical Support for Smarsh Call Recording & Analytics. This role involves leading a global team to ensure customers receive prompt and effective technical assistance, owning support delivery and customer satisfaction strategy, and collaborating with cross-functional leadership.
Key Responsibilities
- →Manage and mentor a global team of technical support professionals in a high-performance environment
- →Develop and implement support strategies and objectives aligned with company goals
- →Manage resources effectively across multiple time zones
- →Ensure high levels of customer satisfaction through effective support solutions
- →Implement new technologies and tools, including AI, to enhance support efficiency
- →Stay informed about products, services, and industry trends in technical support
- →Handle escalated or urgent technical issues effectively during critical situations
- →Generate reports on support metrics and present findings to stakeholders
Requirements
- ✓7-10 years of experience in B2B technical support
- ✓3-5 years successfully leading technical support organizations, ideally across multiple geographies
- ✓Industry experience with Voice Recording and/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral, etc.) is highly desirable
- ✓Strong tactical decision-making and crisis management experience in a continuously evolving environment
- ✓Experience applying critical thinking and analytical skills to drive larger organizational objectives
- ✓Cross-collaboration experience with Product Management, Sales Management, and Partners/Resellers
- ✓Exceptional verbal, written, presentation, and interpersonal communication skills
- ✓Ability to persuade others in sensitive complex situations while preserving relationships
- ✓Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms
