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customer service cross-functional collaboration leadership metrics escalations📋 Description
- Lead US-based customer support and post-sales team.
- Implement follow-the-sun model for APAC/EMEA support.
- Collaborate with Sales, Marketing, Ops, Eng, QA, IT to boost satisfaction.
- Manage performance and staff development, reviews, and career planning.
- Represent Services on product teams and decision-making forums.
- Handle escalations and provide timely status updates to stakeholders.
🎯 Requirements
- Bachelor's degree in any discipline
- 7-10 years in technical customer support
- 3+ years as a people manager in support
- Excellent written and verbal communication
- Planning, decision making, staffing, process improvement
- Strong interpersonal and teamwork skills
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