Related skills
salesforce google sheets tableau jira confluence📋 Description
- Own performance, staffing, and health across pods with SLAs/KPIs.
- Lead and develop managers and senior ICs across teams.
- Set operating cadence with goals, reviews, and action plans.
- Drive workforce planning with WFM, Recruiting, and Finance.
- Serve as senior escalation lead for critical issues and incidents.
- Build scalable operating mechanisms, SOPs, and escalation frameworks.
🎯 Requirements
- Technical degree in CS or Eng preferred, or equivalent experience.
- 6+ years leading technical teams in fast-paced, high-volume support.
- Experience running large support orgs across multiple teams with impact.
- Proven handling of complex escalations and executive-facing situations.
- Strong coaching/retention record for managers and senior ICs.
- Deep command of support metrics and service operations (CSAT, SLA, FCR).
- Experience building/interpreting Salesforce, Tableau, Google Sheets reports.
🎁 Benefits
- Diverse and inclusive workplace commitment.
- Equal opportunity employer; welcoming all backgrounds.
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Engineering Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!