Portfolio Jobs

The Challenge

We areseekingaSupport Managerto lead and elevate our support operations to new heights. This role holds a critical position in the organization, overseeing the daily activities of support analyst teams and ensuring the highest standards of service. The Support Manager will play a key role in coaching, teaching, and developing individual contributors (ICs), fostering a culture of continuous learning and skill enhancement within theirteam. Coordination between ICs and organizational leadership will be a focal point, contributing to seamless communication and alignment of goals. With a commitment to optimization,youwill actively engage in process improvement initiatives, enhancing service quality to meet the evolving needs of ourcustomers.Additionally, strategic planning will be at the forefront, as the Support Manager contributes to the overall success and growth ofOneTrust'ssupport function.

Your Mission

• Supervise and lead a team of customer support representatives

• Analyze customer support metrics toidentifytrends and areas for improvement

• Implement strategies to prevent recurring customer problems

• Use data to make informed decisions andoptimizesupport processes

• Develop and train the team

• Collaborate with other departments for improvements

• Set performance goals, provide feedback, and conduct regular performance evaluations

• Monitorcustomer interactions for quality and adherence to company standards

• Support the resolution of escalated customer issues, collaborating with other departments if necessary
• Willingness to work in late evening shifts (US Timings) - 10am PST/10:30pm IST - 7pm PST/7:30am.

You Are

• Possess strong interpersonal communication skills, fostering effective collaboration within the team and across departments.

• Demonstrate leadership skills, including the ability to supervise and mentor a team of support representatives, set performance goals, and conduct regular evaluations.

• Exhibitproficiencyin data analysis,utilizinganalytical skills to enhance support processes andoptimizeperformance metrics.

• Showcasestrategic thinking capabilities, contributing to the development of long-term goals for the support function.

• Display effective organizational and time management skills, adept at handling multiple tasks and priorities in a dynamic environment.

• Maintain a customer-centric mindset with a strong commitment to delivering exceptional customer service.

• Communicate with excellence through both written and verbal channels, ensuring clear and impactful communication within the team and with customers.

• Canshare knowledge and foster team growth

Your Experience Includes

• BA/BSdegree in a relevant field or equivalent practical experience

• 10+ years of progressive experience in customer support, with at least 2 years in a leadership role.

• Demonstratedability to lead and motivate a customer support team.

• Experience in setting and achieving performance targets.

• Previousexperience in a managerial or supervisory role.

• Firm understanding of the SaaS industry and the ability to quickly grasp new concepts.

• Ability to communicate technical information in a clear and understandable manner.

• Extensivecustomer-facing experience. (enterprise support/customer-facing experience)

• Excellent verbal and written communication skillsacross multiple levels of leadership and audiences of varying technical backgrounds

• Strategic thinking, problem-solving, and decision-making capabilities

Extra Awesome

• Exceptional OT knowledge (product specific) in relevant area

• Mastersdegreein a relevantfield

• Relevantindustrycertifications (e.g. IAPP, PMP, CCSM,etc.)

• Advancedlevelofexperiencewithrelevanttools(e.g. Salesforce,Gainsight, Microsoft Office)

• Advanced or fluentlevelof multiplelanguages