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Global Technical Support Director

hace 2 meses

Madrid Centro, Madrid, España Zinier A tiempo completo

About the Role

Zinier is a technology company on a mission to enable Deskless Workers to achieve greater success for themselves and the world around them. We design software experiences that empower every Deskless Worker to excel in the field.

We are seeking a highly skilled and experienced Global Technical Support Director to join our remote-first global team. As a key member of our support organization, you will be responsible for leading and managing our global support team, fostering a collaborative and high-performance culture.

Key Responsibilities

  • Leadership and Management
    • Lead and mentor the global support team, setting performance goals and monitoring progress.
    • Oversee the hiring, training, and development of support staff to ensure they have the skills and knowledge required to perform effectively.
  • Operational Management
    • Manage the daily operations of the global support team, ensuring efficient and effective resolution of customer issues.
    • Develop and implement standardized support processes and best practices across all regions.
    • Allocate resources effectively to ensure coverage and support during peak times and across different time zones.
  • Customer Experience
    • Monitor customer satisfaction metrics and implement strategies to improve the customer experience.
    • Handle escalated customer issues, ensuring timely and satisfactory resolution.
    • Maintain clear and proactive communication with customers regarding their issues and resolutions.
  • Performance Metrics and Reporting
    • Track and analyze key performance indicators (KPIs) to measure the effectiveness of the support team.
    • Provide regular reports and insights to senior management on support performance and customer satisfaction.
    • Identify opportunities for process improvements and implement changes to enhance support efficiency and effectiveness.
  • Collaboration and Coordination
    • Collaborate with other departments, such as Sales, Product, and Engineering, to ensure a seamless customer experience.
    • Work closely with regional support managers to ensure alignment and consistency in support delivery across all regions.
    • Relay customer feedback and insights to the product development team for product improvements.

Requirements

  • Bachelor's degree in a related field and 15+ years of experience in support or a relevant role.
  • Experience scaling and managing global or regional support teams is required.
  • Strong knowledge of advanced troubleshooting methodologies.
  • Excellent communication and leadership skills.
  • Strong analytical and problem-solving skills.
  • Knowledge of operating systems, cloud services, and server administration.
  • Experience with ticketing systems and remote support tools.