Manager, Technical Support - 11750
Core
Lead and empower a Japan-based support engineering team to drive daily support operations and maintain excellence in global performance metrics.
Role type
Manager, Technical Support (SaaS)
Builds
Reliable execution of SaaS solutions and customer success for global clients
Domain
SaaS / Spend Management / Technical Support
Deliverable
client delivery
Required skills
Team leadership, operational workflow optimization, performance management, hiring and development, SLA management, technical escalation handling, cross-functional collaboration, SaaS environment management
Preferred skills
Managing developer support resources, knowledge of software development methodologies and life-cycles, global customer support experience
Technologies
Support tools and methodologies
Responsibilities
Manage daily operations including performance, schedules, case routing, and coverage; manage support level and customer success metrics to ensure SLAs are met; hire, develop, and evaluate personnel; coordinate with peer managers for resource allocation; communicate new or recurring problems to product teams; conduct 1:1 meetings and formal reviews; receive and manage customer complaints and escalations; identify and implement changes to improve operational metrics.
Seniority
Manager, hands-on leadership
