The Associate Support Team Manager is responsible for initial inbound customer case handling via both email and phone alongside the Customer Support Team.
The Associate Support Manager's team is comprised of Customer Support Associates and a Team Lead. The overall team is tasked with triage of inbound customer calls in addition to customer email cases in alignment with their skillset.
As required, cases will be escalated or passed along to other teams, including the Customer Support Team, Escalation Team, and Onboarding Team.
The Associate team that this person will be responsible for - speacialize in Gateway policies, processes and all mail agent application and to then venture on to other intricacies of email security as well as cyber security.
Please note due to the nature of this position, there will be a requirement to cover some shift patterns on a rotational basis.
Key Responsibilities :
The Associate Support Team Manager is responsible for the efficient daily operation of the team, triage and escalation of complex issues, and the following areas detailed below :
Provide guidance and mentoring to Associate Engineers, holding each responsible for their commitments and deliverables.
Conduct Performance Management sessions with direct reports on a quarterly basis or more frequently if possible.
Intentionally monitor direct reports’ performance and proactively address concerns before they become issues.
Run regular team meetings to discuss current issues, escalation trends and provide insight and feedback from SD Management meetings.
Serve as an informal escalation point to the team to answer technical, process and procedure questions.
Be available for warm transfers for customer managerial escalations when required.
Create and carry out development plans for all members of the team.
Manage day to day operations of the team, including schedule adherence, vacations, and personnel issues.
Ensure operations smoothly runs during the team’s working hours.
Work on strategic initiatives within Service Delivery as well as Customer Operations.
Overall Queue Management
Ensure regional and global queues are at expected levels and that cases are responded to within SLA and within the quality guidelines.
Monitor daily output of the team in alignment with global SD targets.
Work closely with Customer Support Managers to ensure adequate phone coverage and maintain holding time standards.
Refine internal processes and workflows to drive efficiency and / or customer satisfaction.
Coordinate on critical issues, liaising with development and SD management for resolution.
Create standard talking points / responses to ensure consistent feedback on issues.
Experience and Qualifications :
Mandatory technical mail messaging experience - vast understanding and experience in the inner workings and configuration of the mail platforms and addressing business issues emanating from the platform.
Preferable networking experience - experience in actual workings and configuration to networking devices and applications.
Customer Service experience understanding and appreciation of providing quality services which is informed by the needs of the customers and the expertise the company offers.
Mandatory extensive people management and managing for specific results experience.
Experience working in multinational companies and familiarity with matrix based reporting
Person Profile :
Our ideal candidate is an individual that wants to get involved in learning technical concepts and solving technical issues.
They are not afraid of hard work nor are they afraid to request for assistance. They are bold enough to go against the grain as long as they applied themselves to their thinking.
They are humble enough to know when to say they don’t have answer and to know when to ask for help.
They get things done quickly and fall forward. The have warrior spirit to pick themselves up and try as many times as it takes to achieve results.
They have growth mindset they don’t just focus on what is not work but they prioritise the opportunities that will come with getting things right.
They love people and want every single member of their team to succeed and do well and they build an environment that encourages cohesiveness.
Embraces diversity and ensures that the team is representative of the community we are operating in.