
Customer Care Supervisor
2 weeks ago
At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite tools** **TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr** **are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations - including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft.
**Customer Care Associate Manager**
- **Build, lead, develop and coach teams of top technical talent**:
- **Drive strategy and vision in collaboration with product and engineering teams**:
- **Solve customer issues using Java and Microsoft SQLServer, IBM DB2, Oracle Database, MySQL, etc**
**Team intro**
Go to our product page if you want to know more about API Lifecycle at SmartBear**.**
You can even have a free trial to check it out
**About the role**
**As a Customer Care Associate Manager you will **be reporting to the Director of Customer Care and be responsible for delivering technical support services to our customers. We are looking for a people manager and technical support person to help us continue our growth and maintain our high level of customer satisfaction. You will lead a team of technical support engineers and drive productivity and customer satisfaction through coaching and development.
- Develop goals and OKRs for the team, hold team and one-on-one meetings, conduct coaching and development
- Assist Care Engineers on complex cases and escalations
- Manage team and individual Care Engineers performance
- Recruit, train, manage, and retain Tech Support Engineers
- Lead the adoption of new tools, technologies and processes to better serve the customer
- Own the technical documentation and guide the team members on creation and maintenance of the knowledge base, participate in creation of training materials
**We are looking for you if you have**:
- Building and managing technical support teams experience - 2+ years preferred
- Strong leadership and technical abilities
- Excellent written and verbal communication
- Understanding and raising issues efficiently and appropriately
- Demonstrating strong work ethic and advanced organizational skills
**Why you should join the SmartBear crew**:
- You can grow your career at every level.
- We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
- We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
- We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically - the whole person.
- We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.
**Did you know**
- Our main goal at SmartBear is to make our technology-driven world a better place.
- SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
- SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
- We've won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.
- #LI-ID1_
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