Key Responsibilities:

• Oversee a team of Technical Support Consultants who work directly with customers to triage and resolve issues, provide product usability assistance to support high customer utilization and satisfaction.
• Effectively support the team mission: to be the customer’s advocate, problem solver, information provider, and help make it easy to use Transfr apps; which promotes utilization and ultimately renewals.
• Continually identify process opportunities, operational strategies, and manage team performance to maximize the customer experience by making the support interaction easy and informative; minimize the effort to resolve.
• Become a product subject matter expert with the ability to be hands-on to direct the team and also assist customers directly from time to time to troubleshoot issues, identify the optimal resolution, and clearly communicate updates to customers and other stakeholders on developments and fixes throughout the process.
• Act as a liaison between Customers, Customer Success, Sales, Engineering, and Product teams to effectively manage the resolution of technical issues and help shape the product roadmap.
• Manage and and report daily on the workflow of Salesforce Cases by channel (voice, email, chat, webform) and associated service level targets.

Requirements:

• 4-6 years of proven experience providing customer / technical support leadership or similar related role - excellent coaching and development skills.
• Strong experience managing performance metrics, continuous improvement, and process excellence.
• Strong ability to build organizational relationships and foster open communication; to effectively partner and collaborate with cross-functional teams.
• Ability to work independently, establish priorities, demonstrate good judgment skills, and navigate in a dynamic and fast paced environment with competing priorities.
• Strong analytical, critical thinking and problem-solving skills.
• Technically adaptive, ability to learn new solutions, features / functionality, and communicate those in an easy to understand, value-added manner.
• Experience with CRM and case management platforms (Salesforce, Jira, etc.).
• Experience with Wi Fi network configuration (security solutions / certificates) and the ability to troubleshoot with customers is preferred.
• Experience with telephony (voice), chat, and knowledge base platforms is a plus.
• Experience utilizing and troubleshooting virtual reality software and/or hardware is a plus.