Related skills
crm workflow automation process improvement zendesk ticketing📋 Description
- Lead Product Support and Maintenance teams; maintain service levels.
- Run daily ticket triage; route, prioritize, and resolve across internal teams.
- Primary escalation point for complex technical support issues; occasionally working directly with customers to drive resolution.
- Audit and configure support systems; identify process improvements.
- Partner with Customer Success, Delivery, and R&D to align support operations with broader organizational goals and support customers as they transition into maintenance status.
- Build and refine processes, templates, and automation (including agents or prompts) to improve support efficiency and scalability.
🎯 Requirements
- 5+ years of experience managing customer support or technical support teams.
- Strong experience managing service levels and operational performance in a support environment.
- Proven ability to delegate effectively while stepping in hands-on when necessary.
- Experience auditing, diagnosing, and improving support systems and workflows.
- A process-oriented mindset with a track record of improving support operations and resource allocation.
- Comfort with Zendesk or similar ticketing; automation/workflow tools.
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