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Technical Support Team Lead

2 months ago

London, Greater London, United Kingdom Mimecast Full time

Technical Customer Support Manager

The Technical Customer Support Manager is responsible for overseeing the efficient operation of their assigned support team and managing the support queue in alignment with other team managers. This individual is also responsible for mentoring team members and fostering a positive work environment. The Technical Customer Support Manager reports to the regional Director of Global Support.

Key Responsibilities

  • Align day-to-day team activities with overall Global Support and Customer Excellence strategies
  • Communicate and operationalize Global Support metrics and goals at the local support team level
  • Manage day-to-day operations of the team, including performance management, capacity management, and team scheduling
  • Drive team performance and quality by leveraging and continually improving our Support Quality Framework
  • Participate as a member of the Support Leadership team by assisting with process and systems improvement efforts
  • Work with individual team members to actively coach and build team member development plans, and when needed, performance plans
  • Collaborate with our Enablement Team and Launch Pad (Support Learning) team to ensure new team members are onboarded and contributing quickly
  • Provide a primary escalation point for customers and internal stakeholders for support-related issues
  • Ensure team performance relative to Support SLA, Customer Satisfaction and Response/Resolution related goals
  • Identify support trends and opportunities for improvement and partner with support leadership on improvement plans
  • Manage the closed-loop customer satisfaction feedback program for the support team
  • Collaborate with our Product & Engineering teams to identify and resolve customer issues
  • Communicate Support strategy and performance updates to internal teams
  • Update customers on Mimecast's Support Road Map
  • Work with members of Customer Excellence, Product & Go-to-Market leadership to continually refine and improve the customer experience we offer

Requirements

  • 2-4 years of Support leadership experience
  • An emphasis on customer satisfaction and the ability to remain calm under pressure
  • Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time
  • Demonstrated leadership skills in fast-paced, highly dynamic situations
  • Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization
  • Experience working with security products is a plus

About Mimecast

At Mimecast, we offer more than just a job; we provide a pathway to a rewarding and fulfilling career. Joining our team means gaining access to a vibrant workplace culture that fosters innovation, collaboration, and continuous learning. With opportunities for professional growth and development, along with a supportive environment that values diversity and inclusivity, Mimecast empowers individuals to thrive and make a meaningful impact in the rapidly evolving world of cybersecurity and cloud technology.