Aircall · 6 hours ago

Manager Technical Support Operations - Remote based from EMEA

Remote EMEA

Full-time

Remote

Senior Level

7+ years exp

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Responsibilities

Lead and mentor a team of technical specialists, fostering a culture of technical excellence, innovation and continuous learning, to empower team members to become subject matter experts in their domains

Build the quarterly Support Operations technical roadmap in close collaboration with all delivery leaders and be accountable for roadmap execution

Own and manage all aspects of the Customer Support systems and tools, with a focus on creating robust, innovative and scalable solutions

Manage end-to-end executive of a portfolio of Support Ops technical projects, from requirements gathering to delivery and hyper-care, ensuring timely and high-quality execution

Act as a technical advisor for the Support Leadership staff, helping to build direction, long term vision and innovation

Partner with VP and finance on forecasting, budgeting and capacity planning

Proactively identify areas of leverage, develop strategies and execute plans to improve systems, workflows and processes in a data-driven fashion, in an effort to increase our organization productivity and effectiveness while maintaining a world-class support experience

Leverage data to provide actionable insights and strategic recommendations to our leadership team

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Support OperationsZendeskManaging technical teamsPythonSQLAPIsAI technologiesWeb developmentJavaScriptHTMLCSSReactLookerData-driven analysisStakeholder collaboration

Required

7+ years experience in Technical Support Operations or equivalent field, within a SaaS or technology company

Experience managing and mentoring a technical team is needed

Very advanced technical skills, including proficiency in customer support technologies and tools like Zendesk (multi-channel management), scripting/programming knowledge (e.g. Python, SQL or similar), APIs and AI technologies

Ability to oversee web development related to front-end customer portals and associated technologies, such as JavaScript, HTML, CSS and React

Very analytical and data-driven, with advanced proficiency with SQL and Looker (or equivalent)

Demonstrated ability to lead multiple cross-functional technical projects and deliver measurable results

Creative problem solver and are able to identify obstacles and viable solutions

Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership

You have the ability to build deep ongoing relationships and collaborate with various stakeholders (CxOs, VPs, Directors, Managers from all functions)