What You'll Do Operational Excellence: Drive operational efficiency and high performance from your region by monitoring the daily workloads of team members and making adjustments to ensure adequate coverage. Ensure efficient handling of support tickets and cases
monitoring SLAs
response and resolution times
and maintaining a high level of customer satisfaction with your region and assist with other regions when necessary. Provide guidance and support to team members through ticket reviews
helping them resolve complex high impact issues
escalating cases as necessary to the product team
and ensuring timely resolution. Develop and refine operational processes
workflows
and best practices to optimize support team efficiency and effectiveness. Assist in leading the Weekly Support meeting in your region and support team member 1-on-1 Customer Engagement: Act as an escalation point for challenging customer cases
demonstrating strong problem-solving skills and a commitment to finding solutions. Data Analysis and Reporting: Analyze support metrics
trends
and key performance indicators (KPIs) to assess team performance
identify areas for improvement
and work with the Direct of Support to generate insightful reports for senior management. Knowledge Management: Work with the Knowledge guild to identify knowledge base documentation
help generate content when needed and work with your team to deliver assigned work. Collaboration and Communication: Collaborate closely with Director of Support and Regional Support Leads
and other stakeholders to align on strategies
share best practices
and ensure consistent support delivery across regions. Identify skill gaps and recommend training opportunities to enhance team members' technical skills and customer service capabilities. Collaborate with cross-functional teams
including Product Development and Quality Assurance
to identify and address recurring technical issues and contribute to product enhancements. About You You've been there
done that and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact. But you also bring: Experience working in a similar role within a SaaS or POS Payments business 2+ years of leadership experience building and leading teams Whilst the role can be fully remote
you will be located in EMEA region and be comfortable working that timezone Formal IT qualifications
bonus if you have a bachelor's degree in a related field Proven experience mentoring and guiding technical support teams
preferably in a software or technology environment. Demonstrated leadership capabilities and the ability to motivate and inspire a diverse team. Strong written & verbal communication skills You will be very tech-savvy and able to pick up new tools very quickly Willing to proactively self-learn about technology and work autonomously in a fast-paced
entrepreneurial environment You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow Great customer service skills; demonstrated experience is a must! High level of organizational skills and time management skills Strong attention to detail