Day 1 Onsite in Houston, TX

Experience: 8-10 Years

Senior support lead is responsible for overseeing and managing the support team to ensure the high-quality result to customer. This role involves strategic planning, coordination of support activities and continue improvement of support process. Sr support Lead will ensure that customer satisfaction and performance goals are met.

Key Responsibility:

• Manage, Lead, Mentor and guide the support team to deliver exceptional customer service.
• Manage complex and escalated customer issues and provide resolution in timely manner.
• Oversee daily support operations, including ticket management, escalation procedure and issue resolution.
• Coordinate training program to ensure the team is up to date with the latest product knowledge and support based practice.
• Manage and Monitor customer satisfaction level and implement strategy to improve overall customer experience.
• Manage and Lead initiative to improve support tools, system and processes.