Position: Global Support Manager (USA)
Company: GlobalLogic
Category: Support
Experience required: 3y
English level: upper

Duties include providing assistance and guidance to 1st and 2nd tier support personnel and ensuring they have the resources and tools to provide world class support. Additional responsibilities also include staff scheduling, managing time off requests, staff development and training, performance measurement, and development / delivery of support solutions. The Manager is also responsible for management and participation in internal client interactions and communications.

In addition to basic leadership and people responsibilities, the manager works as part of the overall Global Support Leadership team on a variety of projects, programs, cross functional meetings/initiatives and other activities as assigned. The work environment is client focused and fast paced. A successful Manager operates efficiently in this climate, maintains composure, demonstrates leadership through maturity and communicates in an exemplary manner.

**Team Focused Responsibilities**

- ensure support team members are equipped with the tools and knowledge necessary to deliver world class support services
- work closely with Product Management in on-boarding new capabilities/products into support by ensuring the team is equipped with technical knowledge and skills to support the clients.
- motivate, develop, coach, and lead team members in adherence with established processes
- responsible for team operations, schedule management, and communication
- prepare, monitor, and report on defined performance metrics
- act as a technical liaison and subject matter expert for the team
- evaluate team and individual performance by analyzing data, reviewing cases, and monitoring customer interactions
- support improvement initiatives on standardization of process and adoption of global best practices
- involvement in interviewing, hiring, and onboarding to maintain a full complement of staff
- conduct staff and team member 1:1 meetings and reviews
- direct responsibility for employee development and ensuring employee satisfaction
- adapt to and lead, motivate, and coach others in the acceptance and support of change

**Client Focused Responsibilities**

- respond to and resolve customer concerns (escalations, surveys, etc.)
- ensure adherence to client service level agreements and timely case resolution
- assist in resolution of escalated situations initiated by Customer's clients and partners
- monitor outgoing communication to clients on behalf of Customer
- facilitate and maintain positive relationships with Customer's teams, clients and partners

**Department/Project Description**
Our client delivers personalized experiences, cross-channel messaging and loyalty programs that add value to the customer relationships. The the product enables marketers to rapidly scale and meet the demands of the modern consumer. Marketers can easily deploy targeted and triggered cross-channel campaigns, compile data from multiple sources, and strategically promote desired customer behaviors - effectively increasing revenue and enhancing customer experiences.