Technical Support Operations Lead
4 days ago
Nirvana Asia is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care.
We are seeking a highly motivated Technical Support Operations Lead to join our team. As a key member of our customer service organization, you will be responsible for leading technical account management and operations management functions.
In this role, you will:
- Oversight and leadership direction within the customer service function.
- Review and own customer satisfaction metrics as it relates to regionally aligned accounts.
- Participate and present Service Metrics in a QBR as it relates to account performance.
- Key member of the extended account management team including professional services, customer success team, sales, and field service.
- Lead escalation management activities and coordinate cross-collaboration with a global team to ensure customer satisfaction.
You will have the opportunity to work closely with our diverse group of leaders across a multi-functional department focused on building and delivering the next level of our technical customer service experience.
To be successful in this role, you will need to have:
- A bachelor's degree in account management or operations management.
- A minimum 5 years proven management experience in technical support center.
- Proven leadership experience in Application/Technical Support Center or a technical environment with an ability to delegate, motivate and train large complex teams.
- Flexibility managing shift coverage in a 24x7x365 on-call operation.
We offer a competitive salary and benefits package to our employees. If you are a motivated and experienced professional looking for a new challenge, please submit your application today.
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