Career

JOB REFERENCE 1001

Customer Support Manager

Location:

AU10TIX R&D Center, Hod-Hasharon, Israel

Type:

Permanent, Full time

Job Description:

AU10TIX – a leading global hi-tech company specializing in Automated ID authentication technologies is looking for a Customer Support Manager.
The Customer Support Manager is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, processes and technologies, to deliver key service outcomes for customers in a B2B environment.

The role has significant levels of responsibility and accountability for operational delivery.

Responsibilities:

  • Hands-on technical investigation for customer issues
  • Recruit and mentor new team members
  • Empower and engage the Customer Support Team
  • Enhance the First Call Resolution
  • Identify new tools and technologies to better serve the customer
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the senior stakeholder
  • Act as the Voice of the Customer across the organization
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provisioning of coaching & development opportunities.
  • Work effectively with all peers (product, sales, R&D, Delivery, Finance) to negotiate and influence customer improvements
  • Day to day management of a Tier 1 (24/7) support engineers (certification, shifts)
  • Establish a team of Tier 2 Technical support engineers
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service
  • Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric

Requirements:

  • 3+ years of experiencing in managing Technical customer support teams of a B2B product
  • Established track record of exceeding targets, KPI’s SLA’s
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
  • Able to interpret BI and develop a strategy and make recommendations
  • Demonstrate the ability to motivate and communicate with others at all levels
  • Excellent communication and negotiation skills
  • Able to adapt and succeed in a changing environment
  • Evidence of well-developed leadership skills
  • Previous experience in supporting SaaS solutions- an advantage

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