Job Description

Looking to join a fun-loving and inclusive culture that has your back? Our fast-growing and dynamic company provides a life experience that supports your professional growth and personal well being.

With offices around the world, ServiceRocket's five-star products and services help tech giants like Salesforce, Workplace from Meta, Digital.ai and Atlassian get the most from their software. We enable fast-growing companies to take off. And so will your career!

We are seeking a Senior Manager, Support Engineering that has experience in executing the Support Services strategy and has the passion to improve customer experience. The focus is to drive the business forward in creating stronger relationships, converting more prospects to customers and creating operational efficiency. This role can offer amazing career growth while working in a fun and motivational environment that attracts the best of the best.

Responsibilities

• Participate in the sales process where appropriate to demonstrate our capability to reliably deliver customer service to our customer's customers
• Be essential in guaranteeing customer satisfaction, product quality, and ongoing customer success of customer's products, working with your team to ensure service levels, support quality, and customer satisfaction targets while being a key driver for product improvement, application performance, and corporate change.
• Coordinate analysis and solutions of complex issues for customers while being key to providing a consistent quality experience.
• Bring new and improved support methodologies to the team while creating a wide and loyal customer base to the customer's products and brand.
• Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details. Work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies.
• Team coaching, skills uplifting, Standard Operating Procedure improvements, delivery quality, transparency, analytics, and developing inbound resource channels from non-senior roles.
• Create, organize and communicate strategies 3-6 months ahead.
• Partnering with global peers in aligning the strategies.
• Define global and scalable frameworks and methodologies that are comprehensive from concept through adoption, scale, and maintenance.

Skills and Qualifications

• Typically requires a minimum of 12 years of related experience with a Bachelor's degree; or 8 years and a Master's degree.
• A deep understanding of people leadership, involving building networks and developing talent. Have strong business sense.
• Ability to recruit and build successful teams
• Expertise in developing metrics to measure the effectiveness of technical support within the organisation
• Experience in both small and large companies is highly desirable
• Good communication and interpersonal skills; a high level of English proficiency is required.
• Track record of accomplishment and effectiveness within organisations
• Build process to drive outcomes
• Experience in working with teams across multiple, global locations will be an added advantage; being able to work asynchronously is a strong requirement

With a competitive salary and career pathway to advance your skills, you'll reap the rewards of growth with ServiceRocket's unique Share the Fruit program and an opportunity for stock options. Our generous health and wellness benefits allow you to care for yourself and loved ones. We offer monthly stipends that support how you work and encourage a healthy work life balance. Wear the Rocket: come grow with us!