Technical Customer Support Manager

Job Opportunity: Technical Customer Support Manager

Stelfox is collaborating with an innovative U.S. company that leverages wasted energy to power high-performance computing data centers. These centers support clients who run energy-intensive GPU tasks for AI, large language models, bitcoin mining, and other demanding computational services.

Role Overview:

The Technical Customer Support Manager will oversee and lead the customer support team, driving both customer satisfaction and operational excellence. This position involves close collaboration with cross-functional teams to improve service delivery, implement customer-focused strategies, and foster a culture of continuous improvement.

Daily Responsibilities:

• Lead, mentor, and inspire a high-performing customer support team, promoting a culture of excellence and accountability.
• Manage a global support team operating around the clock, ensuring seamless and continuous customer service 24/7.
• Track and analyze support metrics to ensure that customer issues are resolved efficiently and with the highest quality.
• Partner with Product, Engineering, and Sales teams to enhance the customer experience and address product-related challenges.
• Develop and maintain knowledge base articles to improve customer self-service options and share insights internally to support other team members.
• Drive initiatives for continuous improvement within the support team, including ongoing training and professional development programs.
• Regularly assess and manage the performance of the support team through coaching, feedback, and performance evaluations.
• Build and sustain strong relationships with key customers, serving as an escalation point for critical issues.
• Oversee the implementation and optimization of support tools and systems to streamline processes and boost efficiency.
• Provide senior management with regular reports on customer support performance, trends, and areas requiring improvement.

Qualifications for Success:

• Bachelor’s degree in Computer Engineering, Computer Science, or a related field. A Master’s degree is a plus.
• A minimum of 10 years of experience in customer support or a related field, with at least 3 years in a leadership role.
• Expertise in Linux and Cloud technologies (AWS, GCP, Azure) is essential. Experience with Kubernetes, networking, and AI is advantageous.
• Demonstrated success in leading and managing high-performing support teams.
• Deep understanding of cloud technologies and services.
• Exceptional problem-solving, analytical, and decision-making abilities.
• Excellent communication and interpersonal skills.
• Proficiency in customer support tools and software, such as Zendesk, Jira, Guide, Gather, and Explore reporting.
• Ability to thrive in a fast-paced and dynamic environment.

If you are passionate about IT support and looking to thrive in a dynamic environment, we encourage you to apply.

Please note:

We have a number of similar positions currently, and in the future, which we would like to discuss with you should you indicate your interest in this role. When we receive your application for this role, we will contact you to advise you of our process for other similar positions.

Stelfox is fully compliant with GDPR regulations and you can read more in our privacy policy here: https://www.stelfox.com/privacy-policy-gdpr/

Your shared data will not be disclosed or transferred to a third party data controller or data processor located outside the EEA unless we have obtained your express consent.

We look forward to working with you.