Remote Manager, Technical Support

Summary

Join a fast-growing company as a Technical Support Manager and play an integral role in building products and online services that transform the media industry. The right candidate is a highly motivated person with experience managing global technical support teams, a working understanding of web-based technologies, and enthusiasm for customer success.

Requirements

• Bachelor's degree (Computer Science preferred but not required)
• 8+ years of relevant experience in a customer-facing environment with a minimum of 3+ years in team/people management, with the ability to demonstrate management experience achieving adherence to Service Level Agreements
• Experience delivering on global strategic initiatives to improve customer satisfaction and experience
• Experience managing large enterprise customer partner relationships and advocating for technical issues or needs
• Required to be flexible, detail-oriented, and organised, as well as have the ability to multitask
• Native Japanese and business-level English communication skills with a strong customer focus
• Proven ability to work with the team to quickly and calmly resolve technical issues
• Exposure to online technical problem-solving and troubleshooting
• Understanding of internet technologies, including browsers, networking, firewalls & proxy servers
• Working knowledge of web-based technologies, including HTML, CSS, JavaScript

Responsibilities

• Manage 6+ technical customer service engineers in a multilingual environment
• Create a team culture and environment that is customer and employee-focused
• Understand the team and individual’s technical needs by providing regular coaching, mentoring & constructive feedback
• Develop all levels of employees within our organisation to ensure successful succession planning by setting and tracking development goals and implementing PIP (Performance Improvement Plans) when performance issues are identified. Follow a people-first approach to ensure this
• Participate as an evaluator of soft & technical skills to support the hiring and interviewing processes
• Act as a Technical Incident Manager for infrastructure and services outages on large-scale cloud applications (AWS), in-house applications, and local bugs
• Drive continuous process improvements/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs
• Represent the customer to internal stakeholders in our Product and Engineering teams and ensure that our product and documentation reflect our customers’ needs
• Participate in global reviews of the organisational tools, performance, and policies and procedures to ensure continuous improvements and standardisation across sites globally
• Establish and assure adherence to budgets, schedules, work plans and performance requirements
• Interact with senior management and executives concerning cross-functional areas and responsibilities
• Clearly communicate updates on performance against targets and objectives to senior management and executives

Preferred Qualifications

• Programming experience with at least one server-side programming language (Ruby, PHP, Java, Swift, Python)
• Familiarity and working knowledge with online video and rich media
• Exposure to video encoding applications
• Strong data entry skills