MANAGER, GLOBAL SUPPORT

Manager, Global Support Role Overview: The Global Support Manager is responsible for leading technical Tier 1 and Tier 2 Support teams, driving the strategic direction of customer support, and ensuring the delivery of exceptional service to our clients. This role focuses on overseeing the operational and strategic aspects of the support department, managing escalations, and fostering strong relationships with customers to reinforce organization’s reputation for outstanding support services. The Global Support Manager is key in developing team capabilities, optimizing support processes, and aligning support services with the broader business objectives to enhance customer satisfaction and loyalty. This Manager works as part of the overall Global Support Leadership team on a variety of projects, programs, cross-functional meetings/initiatives and other activities as assigned. Role Expectations: Oversees a support team, ensuring high-quality service and support across multiple channels, while managing team performance against key service Ensures support team members are equipped with the tools and knowledge necessary to deliver world class support services. Works closely with Product Management E SRE in on-boarding new capabilities/products into Support. Motivates, develops, coaches, and leads team members in adherence with established Responsible for team operations, schedule management, and Prepares, monitors, and reports on defined performance Evaluates team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions. Leads by example in providing exceptional service, mentoring the team, and fostering an environment of accountability and excellence. Supports improvement initiatives on standardization of process and adoption of global best practices.