Technical Support Manager

Summary

Join a dynamic software development company in Dubai, working fully remotely, as their Technical Support Manager. Lead and inspire a global technical support team, ensuring outstanding customer service. Manage support tickets, resolve incidents, enhance processes, and develop team capabilities. You will formulate and implement a global support strategy, optimize support processes using various tools, and utilize data analytics for informed decision-making. The role requires proven leadership in global technical support, experience with specific tools, and strong problem-solving and communication skills. The company offers a fully remote opportunity, a permanent contract or B2B collaboration, and support for professional growth.

Requirements

• Demonstrated leadership in technical support and operations on a global scale
• Experience with Zendesk
• Knowledge of Jira, Klaus, and Workforce Management
• Deep knowledge of support strategies and best practices
• Superb problem-solving abilities and sound decision-making skills
• Excellent communication and interpersonal skills
• Enthusiastic about customer service and committed to providing exceptional support
• Must be fluent in English

Responsibilities

• Formulate and implement a global support strategy that aligns with the business goals
• Ensure a consistent and high-quality support experience is maintained across all regions
• Cultivate and lead a culture centered around customer obsession and excellence within the global technical support team
• Manage daily operations to ensure compliance with SLAs, KPIs, and quality standards
• Optimize support processes and workflows for greater efficiency and effectiveness using tools like Zendesk, Jira, Klaus, and Workforce Management
• Use data and analytics to identify trends, measure performance, and make informed decisions to refine support operations
• Develop and implement an effective self-service strategy utilizing the knowledge base and chatbot system; monitor usage to identify improvement areas
• Work closely with Product, Engineering, and other teams to champion customer needs and enhance product experience

Preferred Qualifications

Proficiency in another language

Benefits

• Fully remote opportunity
• Permanent contract or B2B collaboration
• A diverse and international work culture
• Support for professional growth and career development