Global Technical Operations Manager
2 weeks ago
AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend.
About the Role:
- As a Global Technical Operations Manager, you will oversee a team responsible for providing technical or customer support to clients. You will be responsible for ensuring that customer inquiries and complaints are handled in a timely and efficient manner, and that your team is meeting performance goals. Support managers will provide coaching and training to their team members and may implement strategies to improve support operations. collaborate with other departments to resolve more complex issues or implement new projects. Support manager will bridge the gap between customers and the company itself. The Support Manager will possess a deep understanding of the products or services customers are calling about, enabling them to effectively communicate with customers and answer team questions to improve the support experience for customers and employees alike. This requires staying consistently up-to-date on changing technology and industry trends.
- In this role, you will be responsible for managing and developing team members, managing projects, planning, and monitoring workload and resources. You will provide regular communication with engineering, operations, and cross-functional management on high-profile technical issues while providing feedback and leadership to our product support team. You will handle customer calls, external and internal escalations, prepare and share weekly and monthly reports, and coordinate and support CSM and ISM as needed. You will also author knowledge base articles and drive internal knowledge sharing.
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