Related skills
people management enterprise support saas coaching kpis📋 Description
- Lead and mentor multiple globally distributed tech support teams.
- Oversee day-to-day operations, case/queue management, and KPIs/SLAs.
- Set objectives, coach, and drive a high-performance culture.
- Own performance outcomes by delivering KPIs, SLAs, and customer outcomes.
- Analyze KPI metrics and customer feedback to identify trends.
- Collaborate with Training and Recruiting to build talent.
🎯 Requirements
- 6+ years of people management experience.
- 3+ years in technical support or high-volume SaaS environment.
- Experience leading global teams and frontline management.
- Excellent written and verbal communication skills.
- Ability to work independently and own issues.
- Leadership skills and track record as a resource for other managers.
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