Support Manager, Head

Notion Online Solutions

4 - 5 years

20 - 25 Lacs

hyderabad

Posted:1 hour ago| Platform:

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Skills Required

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead regional Technical and Enterprise Support Teams in our India region, communicate a clear vision and strategy for the region, and hire key roles to support this vision
Ensure consistent KPI attainment and develop strategies to solve for any regional performance challenges
Set quarterly targets and partner with sales, success, and engineering to drive continuous improvement within the region
Lead the launch of new Customer Experience programs in region
Collaborate with the other Customer Experience Managers and Revenue Operations to define the rhythm of the business and global operating cadence to ensure consistency in information sharing and reporting
Sit on the India leadership team and represent CX in India
Propose and drive innovative cross-functional projects to solve ambiguous and open-ended agent and customer problems
Own the translation of CX processes and materials to meet regional needs, taking cultural differences and regional priorities into account
Participate in the global on-call rotation to cover incidents

Skills Youll Need to Bring:

Atleast 4-5 years of work experience building and leading a high performing technical support team with talent at various stages of their careers
Over all 12-15 years of working in experience in software Industry.
Experience building robust and scalable processes spanning across go-to-market and technical teams
Ability to deep dive and own projects individually while also delegating and empowering team members to deliver
Strong executive presence and are able to influence both technical and non-technical audiences through data and analytics
Extremely user-focused, with a passion for solving hard problems that increase the user quality of life for customers
Strong analytical, debugging, and problem-solving skills
able to analyze server and client application logs and identify the root cause of errors
Strong data reporting and data analytics skills
You are able to guide a team to balance user expectations while understanding policies and compliance boundarie

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