Global Technical Support Manager

Who we are

80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

If you are still reading, and connect compassionately about this underserved segment, come and join us to drive Technology Equity in the global workforce.

At Zinier, we are on a mission to enable these 2.7 B Deskless Workers achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs, we design software experiences that enable every Deskless Worker to excel in the field.

We are a global team headquartered in Silicon Valley. Our hybrid workforce is spread across Houston, London, Madrid, Mexico City, Singapore and Bangalore, and leading investors, including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management and Qualcomm Ventures LLC.

We are looking for 

Delivering Awesome is one of our leadership principles. Going beyond awesome is the norm. We are in love with solving our customers’ problems. We walk in our customers’ shoes. We sweat the details and get scrappy to delight our customers with experiences they love. We are proud of the products and solutions we build and the impact we generate.

The Global Technical Support Head will be the front-line custodian of this principle. S/he will provide technical support and assistance to customers, both internal and external. S/he will work closely with internal teams as well as with customers to help investigate and resolve their issues. The work will extend over all areas of the product with specialized knowledge in one or two areas as a Subject Matter Expert (SME).

Key Responsibilities:

1. Leadership and Management

• Team Leadership: Lead and mentor the global support team, fostering a collaborative and high-performance culture.
• Performance Management: Set performance goals, monitor progress, and provide regular feedback to team members.
• Recruitment and Training: Oversee the hiring, training, and development of support staff to ensure they have the skills and knowledge required to perform effectively.

2. Operational Management

• Global Support Operations: Manage the daily operations of the global support team, ensuring efficient and effective resolution of customer issues.
• Process Development: Develop and implement standardized support processes and best practices across all regions.
• Resource Allocation: Allocate resources effectively to ensure coverage and support during peak times and across different time zones.

3. Customer Experience

• Customer Satisfaction: Monitor customer satisfaction metrics and implement strategies to improve the customer experience.
• Escalation Management: Handle escalated customer issues, ensuring timely and satisfactory resolution.
• Customer Communication: Maintain clear and proactive communication with customers regarding their issues and resolutions.

4. Performance Metrics and Reporting

• KPI Monitoring: Track and analyze key performance indicators (KPIs) to measure the effectiveness of the support team.
• Reporting: Provide regular reports and insights to senior management on support performance and customer satisfaction.
• Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance support efficiency and effectiveness.

5. Collaboration and Coordination

• Interdepartmental Coordination: Collaborate with other departments, such as Sales, Product, and Engineering, to ensure a seamless customer experience.
• Global Coordination: Work closely with regional support managers to ensure alignment and consistency in support delivery across all regions.
• Product Feedback: Relay customer feedback and insights to the product development team for product improvements.

Requirements:

• Bachelor's degree in a related field and 15+ years of experience in support or a relevant role.
• Experience scaling and managing global or regional support teams is required.
• Strong knowledge of advanced troubleshooting methodologies.
• Excellent communication and leadership skills.
• Strong analytical and problem-solving skills.
• Knowledge of operating systems, cloud services, and server administration.
• Experience with ticketing systems and remote support tools.

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