Responsibilities

📍Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives. 📍Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of training programs and operational processes, making data-driven recommendations for improvement. 📍Manage project plans for internal initiatives and goals, reporting progress to stakeholders and coordinating contributions from team members. 📍Conduct root cause analyses for support escalations, identify trends, and implement corrective actions to prevent recurrence. 📍Develop and execute comprehensive technical and non-technical training programs for the Support Team, ensuring alignment with organizational goals and customer needs. 📍Lead and facilitate training sessions, workshops, and knowledge sharing activities to enhance the skills and capabilities of Support Team members. 📍Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the Support Team. 📍Define and maintain standardized processes and procedures for incident resolution, escalation management, and customer interaction within the Support Team. 📍Drive continuous improvement efforts across the Support Team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction. 📍Serve as the primary point of contact for all strategic initiatives within the Support Team, providing leadership and direction to drive successful outcomes. 📍Own and optimize support software/tooling, particularly our ticketing system.

Minimum Qualifications, Education and Skills

📍Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience. 📍Strong experience in customer support operations leading cross-functional optimisation and enablement initiatives 📍Familiarity with Cryptography and PKI solution is preferred. 📍Proven ability to manage complex projects and multiple priorities 📍Demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes. 📍Strong analytical skills and experience with support metrics and data analysis. 📍In-depth knowledge with Support and CRM tools such as ticketing system, workforce management and chat-bots