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Technical Support Manager

hace 2 meses

Bogotá, Bogotá D.E., Colombia Coupa Software A tiempo completo
About the Role

Coupa Software is seeking a highly skilled Technical Support Manager to oversee the day-to-day support operations of our technical support team. As a key member of our global support organization, you will be responsible for ensuring the success of this function and contributing to the growth of our Bogota, Colombia location.

Key Responsibilities
  1. Build a Support Center of Competence: Help us establish the Bogota site as a support center of excellence and manage a team of technical support engineers located there.
  2. Partner with Key Constituents: Collaborate with internal stakeholders on behalf of our customers to deliver world-class technical support.
  3. Manage Daily Operations: Oversee the daily operations of the team members, including performance, schedules, case and phone routing, and coverage.
  4. Manage Support Metrics: Ensure support level and customer success metrics are met and exceeded, and manage support SLAs.
  5. Lead a High-Performing Team: Manage a team of highly skilled managers and engineers to handle daily case volume and major customer escalations.
  6. Hire, Develop, and Evaluate: Hire, develop, and evaluate personnel to ensure an efficient business operation.
  7. Coordinate with Other Managers: Collaborate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.
  8. Communicate with Stakeholders: Communicate new or recurring problems to product management, product development, customer-facing employees, and customers.
  9. Conduct Regular Meetings: Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, set expectations, and coach and develop employee skills.
  10. Manage Customer Complaints: Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.
  11. Implement Process Improvements: Identify and implement changes to methods, processes, systems, and technologies to improve operational metrics.
  12. Ensure Team Resources: Ensure the team has access to tools, methodologies, and any resources needed.
  13. Collaborate with Global Team: Collaborate closely with peer managers as part of a global team to ensure regional goals are met.
  14. Working Knowledge of SaaS Environment: Possess working knowledge of managing in a SaaS environment.
Requirements
  1. Education: Bachelor's degree in Computer Science or Business Management with a technical focus.
  2. Experience: 5+ years in support management or support operations lead position, ideally managing developer support resources.
  3. Language Skills: Fluent in Spanish, English (required) and Portuguese (preferred).
  4. Communication Skills: Outstanding written and verbal communication skills.
  5. Global Customer Support: Experience supporting global customers and capable of supporting others through rapid and constant change.
  6. Software Development Methodologies: Knowledge of software development methodologies, development life cycles, and use of development tools in a support capacity.
  7. Team Management: Ability to manage a team of engineers through technical escalations efficiently and appropriately.
  8. Time Management: Ability to effectively work within tight schedules and fast-paced environments.
  9. Attracting and Retaining Talent: Ability to attract, hire, and retain high-performing support professionals.
  10. Problem-Solving: Ability to clearly articulate solutions to complex technical problems in a clear and simple way.
  11. CRM and Helpdesk Tools: Experience using CRM and/or helpdesk call tracking and issue tracking tools.
  12. Collaborative Environment: Proven ability to perform and thrive in a collaborative environment creating improvement initiatives and opportunities.
  13. Technical Skills: Strong working knowledge of SQL, Unix, and Cloud architecture (professional certification will be an added advantage).