Service Delivery Team Lead

3 weeks ago


Philippines reesmarx Full time

Responsibilities

  • Lead, Train, Hire, Manage and Develop APAC Service Delivery Team.
  • Be a player/coach to own, troubleshoot, and solve customer technical issues.
  • Approve cases that require escalation (either technically or strategically)
  • Lead case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
  • Update internal databases with information about technical issues and useful discussions with customers.
  • Introduce customers to new features and functionalities.
  • Solicit feedback from customers, including satisfaction surveys and input on product features.
  • Build and maintain strong, long-lasting customer relationships leading the team to meaningfully interact with all APAC customers.
  • Identify expansion sales opportunities within the APAC customer base
  • Provide support for new logo sales opportunities.
  • Work closely with the local sales team to help educate customers about the the company's platform and manage presales trials for the region.

Requirements

  • 5+ years of experience in customer support or technical support roles in a high-tech environment with a track record of accomplishment and promotion
  • Bachelor's degree in engineering or a related field
  • 3+ years of experience hiring and leading technical teams building high morale and a positive culture
  • Clear ability to summarize complex technical issues with alignment to business requirements.
  • Understanding of SaaS, Pre-Sales, Software Documentation, and Information Security (mobile application security highly regarded)
  • Ability to capture, read and understand mobile device, network appliance, and other device or application logs showing network calls, APIs, system, application, or network errors, etc.
  • Preferred experience with Linux, MacOS
  • Understanding of CI/CD and DevOps systems such as Jenkins
  • BIG PLUS: Experience in mobile app development and frameworks (Android and iOS devices, dev environments for mobile apps), preferably with consumer-facing apps
  • Experience with scripting with Python or Bash.
  • Leadership and management training with APAC hiring network to call upon


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