Senior Manager, Technical Support
Current- Managing the Tier 2 technical support team for the affiliate marketing division of Rakuten, which serves as a liaison between the client facing teams and product/engineering, ensuring that technical issues are resolved.
- Leading the restructuring and expansion of a globally distributed team with 24/7 coverage, ensuring that technical issues are properly tracked and handling times are in line with different SLA levels
- Working with leadership and peer managers in the Customer Support department to find and correctinefficiencies, helping different teams to work more closely and strengthen ties with other departments
- Leading a cross-functional effort to introduce process automation, shifting valuable resources to higher quality work output
- Reporting to VP level with monthly KPIs and timely informing leadership about critical issues for the business, providing root cause analysis and corrective action plan