Manager, Support Queue Management
2 months ago
Build the future of data. Join the Snowflake team.
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.
Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake's core values and are reflected in everything we do.
Snowflake’s Support team is expanding We are looking for a Manager, Support Queue Management to join our team.
As a Manager, Support Queue Management , you thrive on responsibility and live for the next big challenge. You are known for your leadership qualities and your ability to leverage best practices and methodologies to deliver unsurpassed customer support. You have excellent analytical skills and an ability to assess daily support workflow efficiencies from all angles. You will guide your team as they steer the incoming case flow quickly and efficiently to the right resource at the right time.You exhibit a high level of attention to detail, planning expertise and execution in your day-to-day interactions with internal and external stakeholders, advocating both for the business and our customers. In this role, you oversee all the moving parts of Support Queue Management, proactively addressing any gaps and implementing changes.
YOU WILL:
Have a team responsible for driving a smooth operation of an Enterprise-grade Customer Support queue in a 24x7x365 SaaS environment Be responsible for hiring, coaching, development, training, and skills management of the direct reports Navigate and steer difficult situations towards positive outcomes Make data-driven decisions to improve operational quality and efficiency Build and foster the growth of a cohesive team which includes resources that are co-located as well as virtual Closely collaborate with the global Technical Support teams and their leadership to provide the best customer experience at all times Establish good working relationships with customer-facing teams (sales, professional services, partner operations, etc) Partner with the escalation and incident management team to drive satisfactory resolution of customer escalations Be the agent of change for new business processes, technology, and transformation Assess and evaluate processes, technology, and team skill sets to identify gaps, areas to improve and opportunities for advancement Lead by example to cultivate and maintain a culture built on teamwork and collaboration Manage to organisational and departmental objectivesOUR IDEAL MANAGER, SUPPORT QUEUE MANAGEMENT, WILL HAVE:
in a related field or equivalent experience A minimum of 5+ years of customer support and service management experience with a minimum of 3+ years in a supervisory role is required Experience in leading and coaching a team supporting a database, data warehouse, or data platform technology in a SaaS environment Proven capability of delivering on departmental goals and key metrics A customer-first mindset, ability to appropriately prioritise and escalate customer issues Ability to maintain operational excellence at all times, stepping in for the team depending on business needs Demonstrated ability to provide exceptional internal and external customer care Proven ability to champion change through commitment and support for initiatives A reputation for fairness, dependability, and adherence to high ethical standards A track record of successful performance management in a hyper-growth environment Strong analytical and problem-solving skills Ability to listen to feedback and come up with improvement plans Excellent understanding of standard support metrics like Initial Response (IR), SLA, SLO, CSAT, NPS Experience with using Salesforce Service Cloud, OMNI channel and other CRM systems-
Manager, Support Queue Management
2 months ago
Pune, India Snowflake Full timeBuild the future of data. Join the Snowflake team. Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections....
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Manager, Support Queue Management
2 months ago
Pune, India Snowflake Full timeBuild the future of data. Join the Snowflake team.Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customersâ success. We form partnerships with customers by listening, learning, and building...
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