Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Technical Support Team Lead About Our Technical Support Regional ManagerDynamic Yield is on the lookout for a Technical Support Regional Manager who blends charisma and charm with problem-solving and acute management acumen. In this role, the customer is at the forefront while managing people, performance, and expectations to ensure our customers' business growth.
We're looking for someone with the understanding and experience of what qualitative and quantitate customer support success means. Dynamic Yield's success is directly related to being a provider of top-tier customer support, and the Technical Support Regional Manager embodies that commitment to excellence.
This role is for someone with proven experience in managing technical support teams, has managed customer support procedures, and nurtures a commitment to being personable and attentive to client needs in a B2B/SaaS setting. In addition to customer support needs, an understanding of general web architecture is a necessity, and the ability to work in a fast-paced environment independently is vitally important.
The Task-at-Hand:
Lead a group of Support Engineers and meet KPIs by developing their technical knowledge and understanding of the platform.
Quickly identify and neutralize issues before they become red flags or fire drills
Oversee support case management to ensure tickets are completed successfully and accurately in a timely manner and to the customer's satisfaction
Work closely with R&D, Product, and Customer Success teams regarding prioritization and escalation of technical issues raised by our clients
Facilitate the recruiting and onboarding processes for new Support Engineers
Ensure that direct reports have the resources, information, and processes necessary in order to deliver effective technical solutions to our customers
Optimal Skills for Success:
2+ years growing and managing a technical customer support team in a fast-growing B2B/SaaS startup
Experience managing a technical support team within the SaaS industry, from hiring to training and ongoing professional development and retention
Responsible for monitoring and reporting on the performance of the customer support team through metrics such as closure rates, response times, SLA, and customer satisfaction levels
Solutions-oriented, with strong planning and analytical skills, as well as rigorous attention to detail
Capable of connecting people: ensuring peer interaction with partner organizations, and deepening the level of engagement
Technical background with hands-on troubleshooting skills is a must. Knowledge of general web architecture (HTML, CSS, JS, hosting technologies) is a strong plus
Have perfect verbal and written English skills
Knowledge and experience using Zendesk and Jira
Experience defining the strategy and roadmaps for technical support with a focus on customer enablement, growth, and end-user satisfaction
Experience remotely managing a global team in support of international customers across multiple time zones
Experience identifying and implementing industry-aligned metrics to improve service levels and successfully meet company objectives
Proactive communicator who effectively listens and can respectfully influence stakeholders at all levels while advocating for our customers and promoting their own team
Detail-oriented, high-energy individual who is able to multitask and is tenacious yet humble
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard's security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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