Head of Global Support

Description

• 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