Technical Manager, Product Support
Core
Manage the Global Product Support team for Genesys Cloud, ensuring efficient operations, staff development, and high-quality customer support for enterprise clients.
Role type
Senior IC Technical Manager (Product Support)
Builds
Customer support operations and team performance for Genesys Cloud
Domain
SaaS / Customer Experience / AI
Required skills
Team leadership, shift management, performance management, process improvement, technical product knowledge, hiring/onboarding, KPI tracking, coaching
Preferred skills
Strategic thinking, behavioral-based coaching, cross-functional collaboration, conflict resolution
Technologies
Genesys Cloud
Responsibilities
Manage team assignments, scheduling, and performance reviews; Provide escalation support and direct customer interaction; Ensure team training and proficiency; Implement and validate process improvements; Manage KPIs and operational efficiency; Support hiring and onboarding.
Seniority
Senior, hands-on IC
