Ref: XN September INDUSTRY AND CAPITAL GOODS
Responsibilities:Leading and managing the customer support team, including support team and technical support team, and the Operations Center.Developing and implementing customer support policies and procedures.Ensuring timely and efficient resolution of customer issues and escalations.Monitoring and analyzing support metrics to identify trends and areas for improvement.Driving continuous improvement initiatives to enhance service quality and customer satisfaction.Collaborating with other departments to align support strategies with overall business goals.Managing the budget for the customer support department.Conducting regular performance evaluations and providing coaching and development opportunities for team members.Overseeing and coordinating subcontractor activities to ensure alignment with department goals, compliance with service agreements and adherence to quality standards.Requirements:Bachelor's degree in business administration, Information Technology, or a related field.Advanced degree or certifications in customer service management, project management, or technical support are advantageous.Proficiency in customer support software (e.g., Salesforce) and analytics tools (e.g., Power BI, Tableau).In-depth knowledge of service level agreements (SLAs) and operational level agreements (OLAs).Fluency in English is required; French or Italian are a plus.Minimum of 5 years of experience in customer support or technical support roles, with at least 3 years in a managerial or supervisory role.Proven track record of managing customer support operations in a B2B environment, preferably with technical products.Experience with managing and optimizing support processes and workflows.Strong understanding of network operations and technical support principles.
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