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Technical Support Manager
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Technical Support Manager to lead our customer support team at Loftware. As a key member of our organization, you will be responsible for managing a high-performing team of Technical Support Engineers who work with our customers to resolve customer issues.
Key Responsibilities:
- Lead a team of Technical Support Engineers to provide exceptional customer support and resolve customer issues in a timely and professional manner.
- Develop and implement strategies to improve customer satisfaction, reduce support requests, and increase customer loyalty.
- Collaborate with cross-functional teams to identify and prioritize business needs and develop solutions to meet those needs.
- Provide coaching, training, and development opportunities to team members to enhance their skills and knowledge.
- Manage and analyze support metrics to identify trends and areas for improvement.
- Develop and maintain relationships with key customers and stakeholders to ensure their needs are met and exceeded.
- Stay up-to-date with industry trends and best practices in customer support to ensure our team is providing the highest level of service.
Requirements:
- 5+ years of experience in a customer support leadership role, preferably in the tech or SaaS industry.
- Proven track record of leading high-performing teams and driving business results.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
- Strong analytical and problem-solving skills, with the ability to analyze complex data and develop insights.
Preferred Qualifications:
- Experience with customer relationship management (CRM) software and other support tools.
- Knowledge of industry trends and best practices in customer support.
- Ability to travel up to 10% of the time for business meetings and training.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
- Recognition and rewards for outstanding performance.
