Head of Global Support

Recruit, manage and coach a team of 24/7 technical support engineers focusing on our top-tier and enterprise accounts Manage the flow of day to day operations, lead and prioritize workload and handle escalations Responsible for new employee onboarding, ongoing training, and knowledge management Conduct hands-on technical investigation for customer tickets that are being escalated Onboarding of new products/features to be supported to ensure the one-stop-shop operation Collaborate on product, process, and workflow improvements and act as the voice of customers in the organization Build relationships with customer teams and internal stakeholders Escalate support related concerns and situations and be the customer-facing front for any major technical problem in the region Initiate, plan and execute cross-functional projects as part of Riverside.fm Support strategy Requirements: 5 or more years of hands-on technical support experience in B2C SAAS companies 3 or more years as a Team Lead/people manager Excellent verbal and written communication skills in English - MUST Preferred experience within a multinational organization in a global company Experience in providing services to agreed SLA’s and to meet KPIs Experience working with global R&D and Product teams Experience managing business and/or direct client escalations Manage hands-on projects and comply with business deadlines Passion for customer service, relationship building, and self learning, with great troubleshooting skills Experience mentoring, developing, and motivating engineering teams Ability to multi-task, work under pressure and tight deadlines and time management Bachelor’s Degree or Equivalent in related fields Apply for this Position Attach Resume Uploading... fileuploaded.jpg Upload failed. Max size for files is 10 MB. Please review our privacy practices: Privacy policy: Riverside

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