Manager, Global Helpdesk

About the role

The Manager, Global Helpdesk will oversee the helpdesk operations across multiple regions, ensuring efficient and effective customer support. This role requires strong leadership skills, excellent communication abilities, and the ability to manage a team of support representatives.

Responsibilities

• Oversee and manage global helpdesk operations, including call center management, ticketing systems, and service level agreements (SLAs).
• Develop and implement policies and procedures to improve customer satisfaction and operational efficiency.
• Collaborate with cross-functional teams to ensure seamless integration of support services with other business units.
• Lead and mentor a team of support representatives, providing guidance and feedback to enhance their performance.
• Monitor and analyze customer feedback to identify areas for improvement and make necessary adjustments to support processes.
• Ensure compliance with all relevant regulations and industry standards related to customer support and data privacy.

Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field.
• At least 5 years of experience in customer service or support roles, preferably in a global environment.
• Proven track record of managing and leading a team of support representatives.
• Strong understanding of customer service best practices and industry trends.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to work effectively in a remote setting and manage time efficiently.
• Experience with customer relationship management (CRM) software and ticketing systems.

Qualifications

• Experience with AI tools and their integration into customer support processes.
• Knowledge of regulatory requirements and industry standards related to customer support and data privacy.
• Ability to lead and motivate a team towards achieving common goals.
• Strong analytical skills to monitor and analyze customer feedback and support processes.

Skills

• Leadership and team management skills.
• Strong communication and interpersonal skills.
• Experience with CRM and ticketing systems.
• Understanding of AI tools and their integration into customer support processes.
• Knowledge of regulatory requirements and industry standards related to customer support and data privacy.

Benefits

• Flexible working hours to accommodate different time zones.
• Competitive compensation package including base salary and performance-based incentives.
• Health insurance coverage.
• Professional development opportunities.
• Annual company-wide recognition events.

Pay

Salary range: $80,000 - $120,000 annually.

Schedule

Full-time position with flexible working hours to accommodate different time zones.