Educational Industry Technical Support Leader

Há 2 dias

São Paulo, São Paulo, Brasil beBeeManager Tempo inteiro US$90.000 - US$110.000
Customer Support Manager Role

The purpose of this role is to lead and manage a team of technical support representatives, ensuring that they provide exceptional service to customers.

This position involves proactively dealing with customer inquiries and issues, as well as owning the development and maintenance of the customer-facing Help Center.

Key Responsibilities:
  1. Team Management: Manage a team of technical support representatives, build and follow support KPIs, and ensure that team members are equipped to handle customer inquiries efficiently.
  2. Help Center Ownership: Be responsible for the development, maintenance, and continuous improvement of the customer-facing Help Center.
  3. Technical Product Support: Provide expert-level technical product and service support in the educational field, helping customers to resolve their queries and issues.
  4. Problem-Solving: Recommend solutions to customers and work closely with internal teams to resolve complex issues.
  5. Training and Development: Plan and deliver training sessions to staff and customers, enhancing their knowledge and skills.
  6. Communication: Establish and maintain effective channels of communication between sales, technical teams, and other stakeholders.
Requirements:Skills and Qualifications:
  • Strong customer-centric thinking and problem-solving skills.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse groups of people.
  • Proven leadership and management experience, preferably in a technical support or customer service environment.
  • Able to think strategically and take ownership of tasks and projects.
  • Fluent in English (Mandatory).
Benefits:
  • Work in a fast-paced and dynamic industry that offers opportunities for growth and professional development.
  • Be part of a team that values innovation, collaboration, and continuous learning.
  • Enjoy a competitive remuneration package and benefits.
Others:
  • Ability to work hybrid schedule (in-person and remote) in Sao Paulo.
  • Minimum 6 years of experience in a management position.
  • Experience in SaaS and EdTech industries is highly desirable.

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