Lockstep APAC Looking for Senior Technical Support Manager at Bengaluru, Karnataka Full Time

We Are Here to Win.

Life is short, and we aren’t going to waste a drop. We want to bring meaning and make a difference at everything we do. This means doing work that matters, committing to our vision and making it real. But that doesn’t mean sacrificing work/life balance. We love our families, and our work is a way to honor and care for them. If we spend time away from our families, we insist that it matters. We have a shared commitment to each other to do work that matters and to be great at doing it.

We Are All in This Together.

You’re not just a number, you’re family. We are growing leaps and bounds, creating new opportunities to learn and build amazing things. The team is honest, straight-forward, and because we all have a literal stake in the company, we work together to make the company flourish.

Responsibilities

Develop and execute on scale customer support strategy to improve the customer experience and resolution metrics

Manage the Support team and be responsible for driving day-to-day Support

Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage

Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.

Ticket monitoring of your team’s support queue and ensure continuous movement toward resolution

Responsible for maintaining 24/7 support across services

Communicating and collaborating with our multidisciplinary team

Produce reports that demonstrate team effectiveness to Engineering,

Product, and Leadership teams

Expertise on converting data to intelligent business case scenarios

Maintain and update knowledge base to ensure that customer self-service guides contain the most current information

Requirements

4+ years of experience with strong people management expertise and experience in technical support management role with an exposure of cloud technologies and platforms.

Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.

Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to a variety of stakeholders.

Ability to handle multiple competing priorities in a fast-paced environment.

Proficiency with customer support software like Zendesk, Intercom, etc.

Ability to successfully communicate and coordinate with departments across the organization including Sales, CS, QA, Program Management, and Product Management.