Job Overview:

To develop, scale and lead a rapidly growing global 24/7 support team of highly functional, platform support engineers to ensure effective service is provided to customers with their hosting and application (Wordpress, Magento, PHP) related queries/issues. This leadership position will lead initiatives to ensure success in achieving high customer satisfaction goals and will be responsible for sustainable and long term strategy of the support team.

Responsibilities and Duties:

·         Attract, Hire, Retain, Develop, Lead, Structure and Mentor the growing Global team of Technical Support Engineers to offer Consistent, Responsive and High Quality Support experience to our Customers.

·         Take ownership of the Customer Experience KPIs and most importantly Customer Centric and Data Driven culture.

·         Create and execute training strategy in close coordination with HRBP. Forecast the future- load based on growth and other factors and plan accordingly to ensure consistent service levels.

·         Closely work with Management to set Goals and then communicate and align them with the team. Drive Performance Management system to enable high performing teams and individuals.

·         Improve and scale several (People, Technology, Support) Processes/SOPs to ensure Customer satisfaction, smooth and efficient operations, and Happy/Caring Engineers.

·         Understand the Customer, stay in closer touch with them and their changing needs. Closely coordinate with Customer Success and different teams to prioritize the needs of customers and your department.

Qualifications:

·         Experience of building and scaling technical support or managed services team of at least 50 people. So “been there, done that” type of experience.

·         A good understanding of the IT industry and Hosting

·         Good business acumen. Strategic / Long term thinking skills

·         Decent Linux (Apache, Nginx, MySQL) and Development (PHP, Wordpress, Magento, Open Source Application) skills are plus

·         Drive to “get things done!”

·         Analytical (problem solving) mindset, attention to detail, process oriented and Abstract thinking (be able to create resolution paths for high level problems) skills

·         Great Interpersonal, mentoring/coaching and Leadership skills

·         Very good written and English skills.

·         Resilient to pressure and multitasking

·         Compatible with 24/7 environment

·         Entrepreneurial attitude, proactive and self-motivated