Senior Technical Support Operations Manager

7 days ago

Karachi, Sindh, Pakistan beBee Careers Full time
About the Role

Stellic is seeking an exceptional Customer Support Team Lead to elevate our customer support experience.

This role requires strong technical expertise and strategic leadership to drive process improvements, maintain key performance metrics, and ensure customer feedback shapes our product evolution.

  • Critical Support KPIs: Drive and maintain ticket backlog, CSAT, SLAs, and resolution times.
  • Team Management: Recruit, onboard, and develop Technical Support Analysts, conduct performance reviews, and provide growth opportunities.
  • Forecasting: Forecast staffing needs based on customer deployment and peak usage period projections.

Tech Expertise & Development:

  • Enhance the team's technical abilities through ongoing training and ticket deep dives.
  • Support complex technical troubleshooting, including data validation and integration related issues.
  • Champion continuous improvement in resolution speed, quality, and Stellic tone of voice.

Operations & Tools Management:

  • Oversee support tooling operations and maintenance.
  • Lead implementation of ticketing processes to improve efficiency and customer experience.
  • Develop scalable support and escalation processes that maintain quality while accommodating growth.

Cross-Functional Collaboration:

  • Partner with Product, Engineering, Customer Success, and other teams to transform customer feedback into product improvements, training, and implementation improvements.
  • Coordinate support readiness for major feature releases, including QA, documentation, and training.
  • Analyze support ticket data to identify common issues and develop upstream solutions.

Strategic Initiatives:

  • Establish and oversee global support operations.
  • Stay current with support industry trends.
  • Identify new and innovative AI-driven support tools.
  • Implement best practices to continually elevate the support experience.

Required Skills & Qualifications:

  • 3+ years leading technical support teams in an enterprise SaaS environment.
  • Strong technical background and troubleshooting expertise.
  • Proven track record scaling high-performing support teams.
  • Exceptional analytical, problem-solving, and communication skills.
  • Detail-oriented with unwavering commitment to quality.
  • Excellent customer relationship management abilities.
  • Experience implementing support tools highly valued.

Benefits:

  • Be part of a customer-centric team addressing core issues in higher education via an expandable platform loved by students and valued by administrators.
  • The opportunity to join at the ground level of a promising organization and build/lead a team critically responsible for its growth.
  • Work and learn from prominent thought leaders in higher education and SaaS.
  • Part of a culture where ownership, new ideas, and creativity are celebrated.
  • Flexible, outcome-based culture.
  • Medical, dental, vision, and life insurance.
  • 401K and commuter benefits.
  • Annual international retreats in beautiful cities & towns.

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