ResponsibilitiesSupport Side:-Managing a Support Team: performing performance reviews, conducting weekly 1:1s, supporting career development, and providing a route for my team to escalate sticky issues-Working with R&D to solve customer issues-Reporting Metrics of case patterns and break-downs -Building out the customer-facing support process (info organization, template building)-Providing voice-of-customer and customer experience team internally for product and process improvementBusiness Process Side:-Working across departments to create processes that can flex and grow with the business needs-Evaluating existing business processes-Determining and outlining business process improvements-Coordinating business process improvement strategies with internal stakeholders-Analyzing and monitoring implemented changes to business processes and making adjustments as needed