Responsibilities
- Oversee and manage the Technical Support team's operations
- Prioritize and manage client-reported technical issues
- Address routine client inquiries and service requests
- Track, analyze, and enhance SLA compliance metrics
- Lead responses during technical outages or system disruptions
- Guarantee thorough root cause assessments for all major incidents
- Identify and implement improvements to operational workflows
- Lead recurring Incident Review meetings on a weekly basis
- Transform repeated incidents into actionable engineering and product tasks
- Maintain uninterrupted, dependable service delivery across all hours
- Deliver rapid, effective resolutions to client-impacting problems
- Ensure operational feedback informs product and platform development to prevent recurring issues
Work Arrangement
Remote (Worldwide)
