OPS Technical Frontline Manager
You lead a team responsible for client activation and ongoing support. You oversee the customer lifecycle, improve activation processes, guide resolution of technical and account issues, monitor service and customer metrics, and identify preventative or product improvements.
Responsibilities
- Lead and manage specialists responsible for client activation and support
- Oversee the customer lifecycle from activation through support and issue resolution
- Develop and implement client activation processes
- Guide the team in resolving technical and account-related issues
- Establish and maintain service level agreements
- Monitor activation, support, and customer satisfaction metrics
- Improve activation and support efficiency
- Foster proactive customer support and relationship building
- Analyze support trends and identify preventative measures or product improvements
Requirements
- Bachelor's degree in a relevant field
- 3+ years of experience in customer onboarding, technical support, account management, or a related field
- 1+ year of experience leading and managing a team of 5 or more employees
- Ability to address technical and non-technical client needs
- Problem-solving, analytical, communication, interpersonal, presentation, customer-focused, proactive, adaptable, and time-management skills
- Experience working under tight production deadlines
- Ability to work across multiple time zones
- Experience collaborating with business partners and program managers
Benefits
- Healthcare packages
- On-site doctor
- 24/7 paramedic service
- Life insurance
- Gym facilities
- Free transportation
- Free parking
- Subsidized cafeteria
- Solidarity association