Tier 3 Customer Support Manager

Tier 3 Customer Support Manager

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders.
• Strong knowledge of cryptography and PKI solutions.
• Proven ability to manage complex projects and multiple priorities.
• Proven ability to manage global teams and complex support operations.
• Strong analytical skills and experience with support metrics and data analysis.
• Strategic thinking and ability to drive continuous improvement.
• Excellent leadership and decision-making skills.
• Ability to manage escalations effectively and maintain customer satisfaction.
• Advanced knowledge of IT service management principles and ITIL and NIST frameworks.

Responsibilities

• Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth.
• Develops team capabilities through training, coaching, and ongoing professional development initiatives.
• Conducts regular performance evaluations, provides constructive feedback, and creates comprehensive development plans.
• Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels.
• Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication.
• Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues.
• Collaborates with sales and customer success teams to align support activities with customer needs and business goals.
• Provides strategic feedback to internal stakeholders for product enhancements and process optimizations.
• Develops robust escalation management processes to handle critical customer issues efficiently.
• Coordinates with global support teams for consistent and effective resolution of escalations across regions.
• Maintains transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.
• Contributes to the creation, maintenance, and enhancement of a comprehensive knowledge base for technical knowledge and SOPs.
• Encourages knowledge sharing and continuous learning within the support team to improve efficiency and effectiveness.
• Supports initiatives to optimize the knowledge management system for better accessibility and usability.
• Analyzes and reports on case trends and metrics to identify improvement opportunities and drive operational excellence.
• Oversees case assignments and team availability to meet workload demands and SLA targets effectively.
• Leads escalations of key cases across departments to ensure prompt and effective resolution.

Preferred Qualifications

• Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+.