Customer Support Manager
CurrentResponsible for delivery of team KPIs, including customer satisfaction, SLA response, and resolution time targetsWork collaboratively with the broader support leadership team in driving a consistent customer experience across our product portfolioEngage cross-functionally with Customer Success, Product Management and Engineering to drive product and process improvementsHelp drive strategic initiatives and program improvement related to infrastructure, workflows, processes, efficiency tools, and customer support engineer development.Manage and develop Support personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when neededExpertly handle customer escalations & participate in rotations for on-call management escalation as neededIdentify areas of automation and efficiency within supported platforms