Figma3 дня назад
Manager, Enterprise Support (Singapore)
Singapore
Обязанности
- 01Lead and develop the Enterprise & Technical Support team, setting a high bar for customer experience, quality, and performance, with a focus on coaching to deliver a premium customer experiences
- 02Manage, coach, and empower the team to meet the KPIs most critical to Enterprise success, driving clarity, alignment, and accountability
- 03Partner with Support Operations to implement operational improvements that enhance our ability to deliver support at scale
- 04Collaborate closely with Sales leadership to unblock high-value customers, support complex organization migrations, and guide major account transitions, ensuring continuity and customer satisfaction
- 05Work with Voice of the Customer, Product, and Engineering teams to surface meaningful insights that drive product and journey improvements
- 06Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
- 07Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes by partnership cross-functionally
Требования
- 014+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting Enterprise customers
- 02Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security
- 03Proven ability to partner with Sales, Product and Engineering to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch
- 04Deep expertise in people leadership and a passion for developing effective, high-performing teams
Условия
- 01Based out of our Singapore hub