Responsibilities
- Achieve deep mastery of the product, as proficiency with the platform is a core expectation.
- Supervise a team of skilled product specialists dedicated to delivering outstanding service to users.
- Continuously recruit, mentor, and train Support Engineers to maintain a capable and responsive team.
- Work closely with Engineering, Design, Product, Customer Success, Sales, and Marketing to ensure seamless customer outcomes.
- Establish and refine strategies focused on key performance indicators such as CSAT, Initial Response time, SLA adherence, and Time to Resolution.
- Improve support workflows to increase efficiency and elevate the overall support function.
- Analyze support data to identify meaningful patterns and convert them into practical improvements.
- Build strong credibility and a reputation for integrity across internal teams and departments.
Work Arrangement
Remote (Country) — EMEA
Responsibilities
- Become a product expert. We are a data driven group and expect you to become fully proficient in Sigma.
- Lead a team of exceptional product experts providing the Sigma user base with an excellent customer experience.
- Hire, develop and train a strong team of Support Engineers on an ongoing basis.
- Collaborate with cross-functional groups - Engineering, Design, Product, Customer Success, Sales and Marketing ensuring delivery of a great customer experience.
- Manage and develop a strategy toward key metrics: CSAT, Initial Response (IR), SLA, Time to Resolution (TTR).
- Continuously refine processes to optimize efficiency, elevating customer support operations.
- Uncover golden insights within Support data, translating them into actionable strategies for continuous improvement.
- Develop a reputation for excellence, high credibility and integrity with peers across the org.
