Position Overview
For this role you should be a leading Technical Support Senior Manager or above, experienced in leading technical support teams. You are likely already an expert in your field, with a successful track record of leadership in global vendor-support environments. You are comfortable being a hands‑on manager and equally able to lead and define strategic initiatives. Successful applicants will enjoy their new position at their local Vectra office, with flexibility to work from home when mutually agreed with your manager.
Your experience
10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company
Passionate about customer experience and customer satisfaction
Experience developing, implementing and enforcing Standard Operating Procedures for standard and premium support programs
Experience establishing and driving high standards for Service Level attainment in Support Operations
Experience building, mentoring and developing Support teams
Extensive customer support background in a global vendor servicing international customers
Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields
Saleforce.com Service Cloud experience for case management, analytics and reporting
Specific responsibilities will include
Promote a customer‑first support culture that goes above and beyond what the customer expects, and ensure that every customer's engagement is exceptional
Oversee a team of Support Engineers and closely work with counterparts in various departments including but not limited to Engineering, Customer Success, Sales, executive level business partners, and cross‑organizational teams
Help scale and optimize the EMEA Support team for growth, identifying and promoting opportunities to maximize customer satisfaction through product improvements, training, tooling, online support, and self‑service
Provide individual and team leadership by establishing clear expectations and coaching employees to achieve the Support department's mission
Work closely with senior leadership and the support team to define and execute support strategies towards improving CSAT, productivity, and customer retention
Manage a team of Support Engineers and day‑to‑day support delivery
Monitor team performance, including customer satisfaction, ticket resolution and ticket trends
Manage support coverage and team capacity
Define processes, systems, and tools that continuously drive scale and improve performance
Report key metrics to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support deliverables
Manage goals, processes, and business KPIs to align performance of the Support team to business outcomes
Collaborate with leaders across Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement
Manage end to end Customer critical escalations and resolution
Provide regular coaching and mentoring of direct and indirect reports to help achieve career development aspirations
Establish a quality review process to measure and ensure adherence and compliance in quality of service and contractual obligations
Be a customer advocate within the company at all levels
Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered varies by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program.
Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
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