Technical Product Support Manager
3 semanas atrás
Sobre a vaga:
Estamos buscando uma pessoa Technical Product Support Manager para se unir ao nosso time de Produtos Digitais. Você será responsável pela gestão do time de suporte e atendimento técnico do produto e terá como principais responsabilidades organizar e gerenciar os processos de suporte e resolução de incidentes do produto, garantir a capacitação e treinamento contínuo dos times, implementar melhores práticas de suporte, sempre com foco em eficiência e aumento de satisfação dos nossos clientes e usuários.
Como Technical Product Support Manager, espera-se que você:
- Faça a gestão direta de um time de analistas e assistentes que realizam o atendimento e suporte dos produtos de tecnologia da Yandeh junto aos nossos clientes e usuários
- Implemente continuamente práticas que melhorem a eficiência da área, reduzindo volume de chamados e tempo de solução de problemas
- Realize a gestão do processo de tratativa de incidentes dos produtos da Yandeh, definindo e implementando as políticas de triagem, priorização, acionamento de times, coordenação da resolução até a revisão e plano de ação de prevenção
- Garanta o treinamento e capacitação contínua do time em ferramentas, processos e atualizações dos produtos
- Represente a Yandeh junto aos clientes e usuários, especialmente no contexto de gestão de incidentes críticos, garantindo comunicação e entrega do plano de suporte acordado
- Realize reports sobre os indicadores da área e projetos para stakeholders diversos e alta liderança da Yandeh
- Mantenha e evolua o plano de continuidade de negócio da Yandeh e de Disaster Recovery
- Represente o time de suporte e atendimento técnico junto a equipe de Produtos para priorização do roadmap de evoluções com foco em redução de chamados e melhoria do atendimento
Procuramos uma pessoa com:
- Experiência comprovada em gestão de suporte de produtos digitais, incluindo liderança de times de atendimento técnico
- Elevada habilidade de organização e pragmatismo
- Comunicação clara e que se sinta confortável em interagir com a liderança sênior dos clientes e da própria Yandeh
- Familiaridade com ferramentas de gestão do suporte e atendimento de produtos
- Conhecimento técnico suficiente para guiar o time direto e dialogar com os desenvolvedores
- Pensamento analítico e tomada de decisão baseada em fatos e dados
Diferenciais:
- Experiência em marketplaces, ecommerce ou soluções digitais para força de vendas ou gestão comercial de indústrias
- Certificações relacionadas a suporte de produtos digitais, continuidade de negócio e Disaster Recovery
- Experiência nos módulos de atendimento do Hubspot
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