Global Customer Support Manager

Lifesize is a cloud communications company offering contact center and video meeting solutions for today’s businesses.

Our leading cloud solutions connect customers, contact center agents and employees with solutions designed for today’s digital world. Secure, scalable, and reliable with integrated capabilities and interoperability provided on a truly global scale.

As Global Customer Support Manager you will lead, manage, and grow a team of best-in-class Customer Support Representatives that provide our client's front-line support via phone, email, and live chat.

More than simply responding to questions and trouble tickets, you and your team are responsible for ensuring that customer problems are resolved quickly and thoroughly, resulting in high levels of customer satisfaction.

Your customer support team collaborates with other Customer facing team members to make customers happy and drive the growth of Lifesize.

What you will Do

• Collaborate with all levels of the Lifesize organization, including Sales, Engineering, Customer Success, and Technical Account Managers, to develop best practices to further customer success and Lifesize’s evolution as a market leader.
• Deliver the best possible issue resolution to customers.
• Manage, motivate, and develop a global team of 10-15 Customer Support Engineers.
• Coach Customer Support Engineers and team leads to help them achieve personal and professional goals through biweekly 1:1s and weekly team meetings.
• Research and implement process improvements to increase team efficiencies and effectiveness.
• Conduct professional and empathetic conversations with customers to gather information, troubleshoot, and resolve technical obstacles.
• Develop infrastructure to ensure the team’s scale cost-effectively and efficiently, including workforce management, process improvements, tools, automation, and systems integrations
• Be the "Voice of the Customer" to the Product team to ensure we continue to evolve ways that align with the goals of our customers while also delivering long-term solutions.
• Reach or exceed customer support SLAs, including Mean Time to Resolution, Closure Rate, First Call Resolution, and world-class Net Promoter Scores
• Provide oversight, conduct debriefs, and document the results of crises to identify necessary enhancements to customer responses and communications.
• Assists in assessing risk to the Lifesize Support organization and provides recommendations to mitigate risk, and implements solutions as directed by senior management.

What you need to be successful:

• Expert managing open items via a ticketing system such as Salesforce, Confluence, or JIRA
• Experience managing support services or a call center in a complex SaaS environment
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Ability to successfully lead and empower diverse and inclusive teams
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Highly organized and detail-oriented with a natural inclination for planning strategy and tactics
• Business acumen and understanding of business organizational issues and challenges