Customer Experience Manager

Job Summary:

The Customer Support Manager will lead and manage the customer support team, ensuring exceptional service delivery and customer satisfaction. This role is crucial for maintaining strong customer relationships, resolving technical issues efficiently, and driving continuous improvement in support processes. The ideal candidate will have a strong technical background in data center and cloud technologies, excellent leadership skills, and a customer-centric approach.

Responsibilities:

• Team Leadership and Management: 

  • Recruit, train, and mentor customer support team members.

  • Set performance goals, monitor team performance, and provide regular feedback.

  • Schedule and manage team resources to ensure adequate coverage and timely support.

  • Foster a positive and collaborative team environment.

• Customer Support Operations: 

  • Oversee the day-to-day operations of the customer support department.

  • Ensure timely and accurate resolution of customer inquiries and technical issues.

  • Develop and implement support workflows and procedures to improve efficiency.

  • Manage and monitor support ticketing systems and SLAs.

  • Act as an escalation point for complex customer issues.

• Technical Expertise: 

  • Maintain a strong understanding of the company's data center and cloud solutions.

  • Provide technical guidance and support to the support team.

  • Collaborate with engineering and product teams to resolve complex technical issues.

  • Stay up-to-date with industry trends and emerging technologies.

• Customer Relationship Management: 

  • Build and maintain strong relationships with key customers.

  • Proactively identify and address customer needs and concerns.

  • Conduct regular customer satisfaction surveys and analyze feedback.

  • Develop and implement strategies to improve customer satisfaction and retention.

• Reporting and Analysis: 

  • Generate regular reports on support team performance and customer satisfaction.

  • Analyze support data to identify trends and areas for improvement.

  • Provide recommendations for process improvements and resource allocation.

  • Track and report on support metrics, including response times, resolution times, and customer satisfaction scores.

• Documentation and Knowledge Management: 

  • Ensure the creation and maintenance of comprehensive support documentation.

  • Develop and maintain a knowledge base of common issues and solutions.

  • Ensure that internal and external documentation is kept up to date.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Proven experience in a customer support 1 management role, preferably in a data center or cloud solutions company.   

• Strong understanding of data center infrastructure, cloud computing platforms (AWS, Azure, GCP), and related technologies.

• Excellent leadership, communication, and interpersonal skills.

• Strong problem-solving and analytical skills.

• Experience with support ticketing systems (e.g., Zendesk, Jira Service Management).

• Ability to work in a fast-paced and dynamic environment.

• Strong Customer service skills.

• ITIL or other relevant certifications are a plus.

• Experience in managing remote teams is a plus.

Preferred Skills:

• Experience with specific data center hardware and software.

• Knowledge of networking protocols and technologies.

• Experience with automation and scripting.

• Bilingual or multilingual skills.