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Support Operations Lead

2 meses atrás

São Paulo, São Paulo, Brasil Sui Tempo inteiro
Job Title: Support Operations Lead

We are seeking a highly skilled and experienced Support Operations Lead to join our team at Sui. As a key member of our support team, you will be responsible for leading and mentoring our Operations and Network Operations teams to provide exceptional customer support and ensure the smooth operation of our global network and server infrastructure.

Key Responsibilities:
  • Lead and mentor the Operations and Network Operations teams to foster a strong culture of customer feedback and encourage active listening, gathering feedback, and implementing solutions that address customer needs.
  • Establish and promote a culture of urgency within the support team, emphasizing the importance of proactively addressing issues before they escalate, and implement processes and training to ensure the team can act quickly and efficiently.
  • Oversee the lifecycle management of servers, ensuring that servers are recommissioned correctly and efficiently, and implement robust processes to ensure quick turnaround times and minimize downtime.
  • Implement a product-oriented support culture, educate the team, and develop comprehensive documentation to guide customers in using our platform effectively, and create and manage processes to minimize human error by standardizing procedures and using automation.
  • Collaborate with the customer success, product, and engineering teams to ensure high customer satisfaction, and work closely with the customer success team to understand customer needs and feedback and communicate these insights to the product and engineering teams.
Requirements:
  • Proven experience in a leadership role within support tech teams.
  • Strong technical background in data centers, cloud computing, bare metal servers, and network infrastructure.
  • Excellent problem-solving skills and the ability to make quick, effective decisions.
  • Superior communication skills, both written and verbal.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
What We Offer:
  • Contractor (PJ)
  • Paid Time Off
  • Competitive Compensation
  • Work Anniversary bonus
  • Flexible work hours
  • On-site: 5x at Vila Mariana - São Paulo - SP
  • Opportunities for professional growth and development