This is an excellent opportunity for a people-focused leader who enjoys developing teams, improving processes, and delivering exceptional customer outcomes.
Key Responsibilities
- Lead, develop, and support a global team of Support Engineers and Technical Support Leads.
- Ensure incidents, service requests, and escalations are managed effectively and in line with service commitments.
- Drive operational excellence and continuous improvement across support processes and tools.
- Monitor team performance and support achievement of key service metrics.
- Partner with Product, Engineering, Professional Services, and Customer Success teams to improve customer outcomes.
- Promote knowledge sharing and ensure the maintenance of high-quality internal and customer-facing documentation.
- Support workforce planning, onboarding, coaching, and career development activities.
- Build strong relationships with strategic customers and key internal stakeholders.
- Foster a collaborative, customer-focused, and high-performing team culture.
Skills, Knowledge and Expertise
Essential
- Experience leading customer-facing technical support or application support teams.
- Strong customer service and stakeholder management skills.
- Experience driving operational performance and service improvement.
- Ability to coach, develop, and motivate high-performing teams.
- Strong communication, prioritisation, and organisational skills.
- Customer-centric leadership approach with a focus on accountability and collaboration.
- Experience managing geographically distributed teams
Desirable
- Experience supporting enterprise software or SaaS applications.
- Knowledge of support operations, service management, and customer success principles.
- Experience working closely with Product Management and Engineering organisations.
- Exposure to fleet management, maintenance, ERP, procurement, or maritime solutions.
- Understanding of ITIL or service management practices.
Originally posted on Himalayas