About the job
About the Role:
We are seeking a dynamic and technically adept Technical Support Manager to guide a passionate team of Support Engineers. In this pivotal role, you will be instrumental in the hiring, development, and mentoring of team members, while ensuring that we meet our key performance metrics. You will spearhead initiatives aimed at enhancing customer and partner growth, retention, and satisfaction, all while cultivating individual contributions and leading cross-functional projects that ignite innovation and collaboration. The ideal candidate will thrive in a fast-paced environment and continuously encourage the team to stretch beyond their comfort zones.
Your Responsibilities:
- Become a product expert in Sigma, as we are a data-driven organization that values proficiency.
- Lead an exceptional team of product experts dedicated to providing outstanding customer experiences for the Sigma user base.
- Recruit, nurture, and train a talented team of Support Engineers on a continual basis.
- Collaborate with cross-functional teams including Engineering, Design, Product, Customer Success, Sales, and Marketing to ensure an exceptional customer experience.
- Develop and implement strategies to achieve key metrics: Customer Satisfaction (CSAT), Initial Response (IR), Service Level Agreements (SLA), and Time to Resolution (TTR).
- Continuously enhance processes to optimize efficiency and elevate customer support operations.
- Analyze Support data to uncover valuable insights and translate them into actionable strategies for ongoing improvement.
- Build and maintain a reputation of excellence, credibility, and integrity among peers throughout the organization.

