Technical Customer Support Manager
Core
Lead a team of Technical Support Representatives to troubleshoot technical issues and deliver exceptional customer support experiences for the automotive and insurance ecosystem.
Role type
Team Manager for Technical Customer Support
Builds
Customer support operations and team performance within the automotive and insurance data/software sector
Domain
Automotive and Insurance / Technical Customer Support
Deliverable
client delivery
Required skills
Team leadership, performance management, coaching and mentorship, process improvement, cross-functional collaboration, data analysis, CRM system familiarity
Preferred skills
Experience with SLAs and KPIs, knowledge of customer service principles, adaptability
Responsibilities
Motivate team and set clear objectives, oversee daily support operations, identify skill gaps and provide training, monitor team performance against metrics, prepare performance reports for senior management, review and streamline support processes
Seniority
Mid-level Manager (3-4 years leadership experience)