Serviceaide

Experience Requirements:

• History of projecting a positive attitude and empathy toward customers in need of support, fostering collaboration and providing leadership in a cross functional team environment

• Proven Team building, Customer-Focused Corporate Culture development, employee mentoring and Conscious Leadership. Successful at unifying and managing a geo-diverse team

• Demonstrable performance delivering cost-effective high-quality customer support in a B2C environment with formalized case/ticketing and OKR-driven structured support processes.

• Experience managing cloud infrastructure, hybrid, on premise, co-loc and SaaS operations

• Experience automating and delivering DevOps, SecOps, Network Management, and Performance Monitoring and Tuning

Other Requirements:

• Experience selecting, contracting, and managing cloud infrastructure and technology providers

• Experience managing SOC II type 2 audits, and ideally ISO 27001 certifications

• Direct experience implementing and administering ITSM or CRM systems, with a history of delivering industry best practices and exceeding industry performance standards

• Excellent problem-solving abilities and a strategic mindset

Responsibilities:

• Lead and manage SaaS and Support teams, fostering a culture of excellent customer service.

• Establish and maintain strong relationships with customers, providing exceptional support and addressing issues and requests with a high level of empathy and professionalism achieving world class customer satisfaction.

• Collaborate with cross-functional teams and clients to design and implement secure deployment architectures ensuring secure and scalable networking and system deployments that supports business growth.

• Work with cross functional teams on customer account issues, plans, and strategies to improve customer satisfaction and revenue growth.

• Analyze system performance metrics and customer feedback to identify areas for improvement and implement effective continuous process and team skills improvement.