Technical Support Operations Manager
6 days ago
At WrkSpot, we're revolutionizing hotel operations with a seamless SaaS solution combining labor management, compliance, and IoT technology.
We're seeking a highly skilled Technical Support Operations Manager to develop and improve our service desk operations, ensuring timely and effective resolution of technical issues while maintaining clear communication with users.
This key leadership role involves analyzing team performance data to identify areas for improvement, implementing best practices and training programs to enhance service efficiency and user satisfaction.
You will serve as a liaison with our sales and product engineering teams, collaborate on operational goals, and resolve customer issues, build and maintain strong relationships with the customer base in our tool Zendesk and Jira.
The ideal candidate has 10+ years of experience in hands-on customer success, customer service, and/or technical support roles, including supervisory experience within or supporting the hospitality arena.
Strong problem-solving and communication skills are essential, along with a passion for fast and accurate resolution of customer issues, ensuring adherence to SLAs.
A strong technical aptitude with experience supporting SaaS environments is required, as well as the ability to cultivate strong relationships with customers who rely on your support to stay operational.
Experience in balancing multiple projects and different types of work, communicating clearly and effectively, both in writing and verbally, and patience under pressure are also essential.
Salary: $120,000 - $150,000 per year
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