Join Global Relay as the Manager of Client-Focused Technical Support in Vancouver. Drive operational excellence and nurture team talent to enhance client interactions.
In this role, you will lead a dynamic Technical Support team around the clock, focusing on delivering exceptional client service. Your leadership will support professional growth for your team members while promoting collaboration with other departments. You will be responsible for addressing client escalations, analyzing feedback, and continuously improving support processes to ensure high client satisfaction.
Key Responsibilities:
• Lead the team to achieve superior technical support outcomes
• Mentor and develop team members with ongoing feedback
• Oversee staffing and performance metrics analyzing
• Collaborate with development teams to resolve software issues
• Create and maintain support process documentation
Requirements:
• Minimum of 10 years in a SaaS support role
• 5 years of exper...