Lead and manage your Technical Support team including resource management, hiring, training, mentorship, and performance management.
Measure and drive Technical Support outcomes and effectiveness
Mentor and coach front line managers in a distributed team to help their teams thrive and deliver excellent results.
Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
Monitor and respond to Technical Support escalations as opportunities to turn customers into fans and to solve systemic issues permanently.
Develop and execute strategies to improve the customers’ support experience and team performance. Create an environment of innovation and continual improvement to re-shape how we deliver Support to our customers.
Drive operational improvements across the entire support organization which streamline processes, leverage automation and enable scale.
Partner across stakeholder functions in Schoolmint to improve all aspects of our customers’ experiences
Work closely with product management and engineering across the product life cycle.
A problem solver with at least 7 to 10 years experience in software support, and a minimum of 5 years people management
Experience managing a technical support operation
Experience with email-based and phone support.
Comfortable working with a remote team
Great technical understanding of complex products and systems.
Ambitious, hardworking, execution-oriented, eager to get results and succeed.
You keep a patient and positive attitude, even in the most challenging situations
You are passionate about training, teaching, learning, and development
You can guide a team through organizational strategic changes, new product releases, new customers, and more