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Director of Technical Support

Cuisine
Happiness • In • Hospitality
Summary
Director of Technical Support
Salary To Be discussed
Schedule Full Time
Location 611 Broadway #309, New York, NY 10012, United States
Cuisine Happiness • In • Hospitality

Director of Technical Support


Description

Director of Technical Support


As the Director of Technical Support, you will be a key member of the Harri Global

Support organization and will report to the VP of Global Support. You will build

and manage a team in optimizing the customer support experience while driving

operational excellence and maximizing organizational effectiveness. You will be

responsible for performing data analysis, providing actionable insights and

delivering strategic recommendations to the VP, Global Support in an effort to

execute on achieving their goals.


We are looking for someone who will proactively identify areas of leverage,

develop strategies and execute plans to improve systems and processes in an

effort to scale and accelerate the Global Support organization. This person should

be highly organized, have a track record in the delivery of a wide range of

initiatives, experience collaborating with cross-functional teams and a passion for

working in a hyper growth environment. You must have a deep understanding of

customer support technologies supporting SaaS in an agile environment with a

proven track-record of building teams and processes from scratch.


What You Will Be Doing:

  • Build, manage and mentor a team of high performing Technical Support agents who are focused on Customer First. The team is located globally and  are responsible for handling cases that can not be resolved by our frontline support agents. 

  • Serve as the primary escalation point for external\internal customers regarding technical issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner

  • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement.

  • Report operational achievements and progress to leadership on a regular basis including statistical analysis and improvement through action plans.

  • Work with other managers to ensure operational consistency and productive communication.

  • Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for Monitoring.

  • Capture trends in technical issues to properly prioritize bug fixes, training opportunities or other options it improve response times

  • Accountable for the team’s delivery of timely and accurate technical solutions to customers

  • Ensure depth and breadth of technical skills are maintained across the team to support customer demand

  • Develop, implement, and continuously improve process documentation for the technical support team

  • Assist in the execution of support operations strategy, metrics, roadmap, workstreams, and operating procedures to ensure a seamless, scaled and world-class experience for internal teams and customers.

  • Drive improvements in efficiency, quality, response times and satisfaction across the entire customer support organization and the customer experience.

  • Define and own all metrics and dashboards, providing visibility of the daily, weekly, and monthly performance of the team and channels.




Director of Technical Support


As the Director of Technical Support, you will be a key member of the Harri Global

Support organization and will report to the VP of Global Support. You will build

and manage a team in optimizing the customer support experience while driving

operational excellence and maximizing organizational effectiveness. You will be

responsible for performing data analysis, providing actionable insights and

delivering strategic recommendations to the VP, Global Support in an effort to

execute on achieving their goals.


We are looking for someone who will proactively identify areas of leverage,

develop strategies and execute plans to improve systems and processes in an

effort to scale and accelerate the Global Support organization. This person should

be highly organized, have a track record in the delivery of a wide range of

initiatives, experience collaborating with cross-functional teams and a passion for

working in a hyper growth environment. You must have a deep understanding of

customer support technologies supporting SaaS in an agile environment with a

proven track-record of building teams and processes from scratch.


What You Will Be Doing:

  • Build, manage and mentor a team of high performing Technical Support agents who are focused on Customer First. The team is located globally and  are responsible for handling cases that can not be resolved by our frontline support agents. 

  • Serve as the primary escalation point for external\internal customers regarding technical issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner

  • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement.

  • Report operational achievements and progress to leadership on a regular basis including statistical analysis and improvement through action plans.

  • Work with other managers to ensure operational consistency and productive communication.

  • Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for Monitoring.

  • Capture trends in technical issues to properly prioritize bug fixes, training opportunities or other options it improve response times

  • Accountable for the team’s delivery of timely and accurate technical solutions to customers

  • Ensure depth and breadth of technical skills are maintained across the team to support customer demand

  • Develop, implement, and continuously improve process documentation for the technical support team

  • Assist in the execution of support operations strategy, metrics, roadmap, workstreams, and operating procedures to ensure a seamless, scaled and world-class experience for internal teams and customers.

  • Drive improvements in efficiency, quality, response times and satisfaction across the entire customer support organization and the customer experience.

  • Define and own all metrics and dashboards, providing visibility of the daily, weekly, and monthly performance of the team and channels.





Details
Salary To Be discussed
Schedule Full Time
Location 611 Broadway #309, New York, NY 10012, United States
Cuisine Happiness • In • Hospitality

Skills
Microsoft Office
Team management
Saas
Technical support
customer support experience
By applying you confirm you have these skills.

expired job post
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611 Broadway #309, New York, NY 10012, United States