Job Description
Job Description
The Manager, Support Team is responsible for leading a team of support engineers to ensure the delivery of exceptional technical support for ERP systems. This role focuses on managing team performance, overseeing escalations, and ensuring the team provides efficient, high-quality solutions to complex customer challenges.
As a customer-centric leader, the Manager fosters a culture of accountability, responsiveness, and continuous improvement, ensuring that the support team consistently meets or exceeds customer expectations. By closely monitoring operational workflows, case handling, and escalations, the Manager ensures timely resolutions and adherence to Service Level Agreements (SLAs).
The Manager works collaboratively with cross-functional teams, including Product Management, Engineering, and Customer Success, to resolve systemic issues, advocate for customer-driven product enhancements, and align on support objectives. Additionally,...